Contact Center Pipeline Blog

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online...

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even...

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck....

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient...

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote,...

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day,...

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating...

I have spent many hours in Contact Centers of varied shapes, sizes, and purposes - both premise-based and remote. At times, I have been...

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver...

Canada has a strong customer service culture, enabled and supported by contact centers. Canadians are noted—and perhaps stereotyped—for their patience and tolerance. For example,...

All of us rely on the selfless nonprofit organizations that exist to help others in need, whether directly or indirectly, by their actions that...

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving...

Wow! We are a good-looking issue this month! We cover all the hot topics from business continuity and disaster recovery, difficult customer and employee...

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications....

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You...

Contact center operators have been tasked with the impossible: maintain PCI compliance by deploying multi-factor authentication (MFA) to every agent, for every application, all...

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to...

I can’t underplay the extent and severity of the cyber threats that we all face. Verizon’s latest Data Breach Investigations Report states that 85%...