Take a Bow… Receive a Round of Applause!

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used...

Coaching Automated: Improving Agent Engagement Pays Off

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...
Leading a Service Culture December 2019 Feature

Contact Center Pipeline Magazine: Inside Our December 2019 Issue

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...

Wishing All of Our Readers a Happy Thanksgiving!

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 Ways to Boost ROI from Contact Center Tech Investment

Three Ways to Boost ROI from Contact Center Tech Investment

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...
The Making of a Contact Center Superagent

The Making of a Contact Center Superagent

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

Make Contact Center Technology a Strategic Tool

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be...
The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an Independent Analyst

True Confessions: The Trials, Tribulations, Agony, Ecstasy and Irony of 20 Years as an...

Every November since I began writing this column in Contact Center Pipeline in 2011, I’ve written about veterans and veterans’ issues in the customer...

Consumers Demand More Data Privacy Protections—California Responds

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...
Inside View, Elaine Avery, Atlantic Union Bank

Inside View: Elaine Avery, Atlantic Union Bank

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...

How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...