How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many...

Five Key Decisions for Buying Contact Center Technology

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But...
Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good...
Customer Service Week 2020

Customer Service Week 2020 Wrap-Up

We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal...
Contact Center Pipeline Author Wall of Fame

Meet Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact...
Customer Service Week in the Year of COVID

More Customer Service Week 2020

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience...

The New Digital Customer Engagement for the New (Ab)Normal

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally....
Customer Service Team Appreciation in 2020

Customer Service Team Appreciation 2020

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped...
Customer Service Team Appreciation in 2020

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1...

Changes in Contact Center latitudes, Changes in AI Attitudes

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by...