Contact Center Pipeline Blog

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer...

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales,...

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the...

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents...

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater...

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying....

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s...

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does...

More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due...

“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most...

COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders. It...

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course,...

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and...

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in...

Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation...

I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be...

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. However, while it might have...