Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...

Thinking Differently About Digital in Your Contact Center

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or...

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the...

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...

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,...

Contact Center Recruiting: Tap into the Older Workforce

We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos...

The Rocket Man and a Watershed Year

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review...

5 Reasons You are Probably Missing the Greatest Opportunity in Our Industry

One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of...

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...

Healthcare Access Centers… Past, Present and Future

Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in...
Planning a Safe Return to Work

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...

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...