Top 5 Posts in February

Contact Center Pipeline Top 5 Blog Posts
Challenges and Priorities Survey

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year, and still dealing with COVID-related challenges. Our Top 5 posts for February indicate that contact center leaders are looking for more ideas and advice for managing through a challenging time. So read on!

Seven Ideas to Deliver a Great Customer Experience During a Recession
Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting or production quality. However, your team has an outsized impact on customer experience. While retail locations, distributors and marketers all have customer touchpoints, the contact center is where some of the most critical customer interactions happen.

The Long and Winding Road: Close to You
In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit song and perennial wedding favorite, “We’ve Only Just Begun,” and the song that provided the Carpenters with international musical fame, “(They Long to Be) Close to You.”

In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!” But these aren’t typical days. The usual customer service phrases can make your anxious customers even less patient and more emotional.

Moving Forward: What Will 2021 Bring for Contact Centers?
Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years.

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?