Contact Center Pipeline Blog

I admit it. I cannot get redaction off my mind. My company’s speech analytics clients are practically consumed by the topic, so I guess...

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences...

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured....

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller...

Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient...

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m...

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training...

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also...

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls...

If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little...

Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where...

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink...

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological...

The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service. The customer journey shifted abruptly from a combination...

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And...

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the...

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure...

“Our call centers are extremely busy at the moment, please only call us if your query is urgent.” The past 18 months have seen messages...