We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what...

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for...

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning...

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst...

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in...

Area of expertise: Building Emotionally Intelligent and Adaptable teams. Developing human capital through diverse tools and techniques. What is your background in the industry? I have worked...

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s...

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is...

With the New Year upon us, the question I invite you to ask yourself is: What do I want to take with me in...

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in...

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so...

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel...

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere –...

We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers,...

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to...

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times....

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to...

“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition...