Contact Center Absenteeism: More Flexibility Is the Cure

Contact Center Absenteeism: More Flexibility Is the Cure

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to...
Why Customer Experience Matters

Why Customer Experience Matters

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know...
Customer-Centric Self-Service

Customer-Centric Self-Service

The pandemic exposed two significant insights about the state of customer service: A poor customer experience coupled with pandemic-fueled emotions can push customers to...
The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a...
Moving Forward: What Will 2022 Bring for Contact Centers?

Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power...
7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one...
26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long....
Why Self-Service Needs a Human Touch

Why Self-Service Needs a Human Touch

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer...
Happy Holidays from Contact Center Pipeline

Happy Holidays!

Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year!
Reflections of a Contact Center Leader

Reflections of a Contact Center Leader

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have...
Communication Styles to Build Deeper Rapport

Communication Styles to Build Deeper Rapport

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the...
An Executive Interview With OpenText's Alex Martinez

An Executive Interview With OpenText’s Alex Martinez

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics...
CX Is About to Change (Again)

CX Is About to Change (Again)

Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and...
5 Ways Contact Centers Can Best Serve Customers

5 Ways Contact Centers Can Best Serve Customers and Grow Their Business

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has...
The Evolving Contact Center Supervisor

The Evolving Contact Center Supervisor

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to almost every level’s work routines,...
How Digital Disrupted Customer Service

How Digital Disrupted Customer Service

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates...
Strategies for Promoting Contact Center Value and Visibility

Strategies for Promoting Contact Center Value and Visibility

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room...