Contact Center Pipeline Top 5 Blog Posts

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 spot is a Pipeline classic from industry veteran Kathleen Peterson of PowerHouse Consulting on setting a positive direction for the long-term—and very relevant to what is happening right now. An important factor in looking forward is planning for Customer Service Week in October, another popular topic of interest. If you’re looking for more ideas and activities for a virtual CSW celebration, be sure to check out the October issue of Contact Center Pipeline!

Onward and Upward… Or So the Saying Goes
According to, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future! It is always the place at which, when we arrive, everything will be all right. Or is it really a state that actually never arrives? Perhaps the future is more of a quest to define conditions or circumstances in which we WANT to reside. And by doing so we actually bring the future to the now via our internal voice and associated actions! In my view, adoption of an “onward and upward” position requires a few key ingredients: optimism, empathy and curiosity.

How to Write a Five-Star Response to a One-Star Rating or Poor Review
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Ratings and reviews sites like Yelp, Google Reviews and OpenTable may be the most gossipy places in all of social media. There, customers tell detailed stories—sometimes embellished or exaggerated for attention—about how they interacted with your company, whether your product thrilled or disappointed them, and why their overall experience with your company was one they’d repeat… or not.

Roll with the Changes
In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was REO’s first album to crack the Top 40, reaching number 29 and selling over 2 million copies in the U.S. The first song on the first side of the album is called “Roll with the Changes,” and we couldn’t think of a more appropriate title to describe what’s happening in the contact center industry today.

Top 10 Posts for Customer Service Week Inspiration
Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few more ideas or a bump of inspiration to keep the appreciation flowing, the following are our top 10 posts filled with tips for recognizing your staff.

The Four Most Important Skills for Leading Hybrid Teams
The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications. As the new normal settles in, some contact centers employees have a choice to work from home or at the office. Leading a contact center was complex before COVID-19! Now we are heading into new territory in learning how to lead, coach and manage hybrid teams.
What does that mean for you as a leader?