Contact Center Pipeline Blog

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home...

Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With...

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience...

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests...

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology,...

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to...

As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the...

March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little...

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations...

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back...

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly...

For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions,...

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...