The Future of the Contact Center
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...
Customer Centricity: Bridging the Gap Between Expectations and Experience
It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...
Three Ways Contact Center Staffing and Training Has Evolved
It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R...
Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player
In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second...
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...
Inside View: Fannie Mae
Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...
Moral Leadership in the Contact Center
Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...
Four Ways to Attract and Retain Millennial Agents
Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...
Beware… Five Signals of Customer Care Burnout!
Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...
Contact Center Pipeline Magazine: Inside Our August 2019 Issue
It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to...
Top 5 Posts in July
What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
Continuum Global Services: Launching A New Contact Center Industry Brand
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to...
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