Protecting Your Most Sensitive Data

Protecting Your Most Sensitive Data

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...
Changing the Business Experience

Changing the Business Experience

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...
DaaS to the Desktops

DaaS to the Desktops

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....
Coaching Security and Compliance

Coaching Security and Compliance

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...
Enabling Excellent Omnichannel Experiences

Enabling Excellent Omnichannel Experiences

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...
Taking Service to the Next Level

Taking Service to the Next Level

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...
Walking the Walk: TD Bank’s New Financial Wellbeing Program

Contact Center Pipeline Magazine: Inside Our August 2022 Issue

Feeling just a bit challenged with agent training and hiring these days? Check out our articles this month. We address how to boost training...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

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

5 Contact Management Database Mistakes to Avoid

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...
How Contact Centers Can Help Change Lives

How Contact Centers Can Help Change Lives

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...
Helping Agents Helping Customers

Helping Agents Helping Customers

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...
Adjusting Strategies in the New Normal

Adjusting Strategies in the New Normal

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...
The Risks, Consequences, and Solutions to Attrition

The Risks, Consequences, and Solutions to Attrition

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...
Conversational AI: The Contact Center’s Superpower

Conversational AI: The Contact Center’s Superpower

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...
Analyzing the Analytics

Analyzing the Analytics

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And...
Strengthening the B2B CX

Strengthening the B2B CX

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...
Taking the Leap to Success in 2022

Taking the Leap to Success in 2022

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

Mining for Productivity

“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...