Contact Center Pipeline Blog

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think...

The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we...

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

Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some...

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring....

The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to...

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...

I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S....

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...

The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As...

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...