Adaptability: The Skill to Thrive in Changing Times

Adaptability: The Skill to Thrive in Changing Times

First in a three-part series on adaptability and adaptive leadership. (Part 1 of 3) The world is changing at a very rapid pace. Societal demands,...
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12...
Is Your Contact Center Thriving in the "New Normal”?

Is Your Contact Center Thriving in the “New Normal”?

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to...
Four Reasons Why Training Today Is Failing Employees

Four Reasons Why Training Today Is Failing Employees

Today’s model for training, educating, and preparing our workforce is broken. The rapid acceleration of technology and changing workforce calls for something new. Workers...
The New Resource for Contact Center Staffing

The New Resource for Contact Center Staffing

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a...
Having That DE&I Conversation…

Having That DE&I Conversation…

I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an...
Making the Most Out of Your CCaaS Investment

Making the Most Out of Your CCaaS Investment

The demand for digital transformation is driving new investments and strategies aimed at modernizing today’s contact center, namely shifting functionalities to the cloud and...
Why Your Customer Service S***S: And Solutions

Why Your Customer Service S***S: And Solutions

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess...
From the Heart

Contact Center Pipeline Magazine: Inside Our May 2022 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward...
Managing Modern Customer Expectations with AI

Managing Modern Customer Expectations with AI

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand. With technology such as artificial...
The New Normal: Navigating Change, Disruption

The New Normal: Navigating Change, Disruption

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen....
Writing Well When Your Attention is Divided

Writing Well When Your Attention is Divided

Your heart is in the right place. You intend to focus on the important writing tasks on your to-do list: that detailed response to...
Executive Interview with LumenVox Founder & CEO Edward Miller

Executive Interview with LumenVox Founder & CEO Edward Miller

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder...
Getting Buy-In for Change

Getting Buy-In for Change

Often it can be quite challenging getting buy-in from your team when you need to introduce new coaching methods, processes, and call guides. Or...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in...
How to Make Gradual Changes

How to Make Gradual Changes

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some...
What Call Center Managers Need to Know About AI Text Analytics

What Call Center Managers Need to Know About AI Text Analytics

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. But what if you could analyze both sides...