Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...
Filling the Knowledge Gap

Filling the Knowledge Gap

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online...
Protecting Data, Payments, Providing Positive CX

Protecting Data, Payments, Providing Positive CX

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even...
WFH for B2B?

WFH for B2B?

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck....
Critical Tools to Make Outbound Succeed

Critical Tools to Make Outbound Succeed

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient...
Conquering the New World of Contract Work

Conquering the New World of Contract Work

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote,...
Writing Home

Writing Home

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day,...
The Future of Work is HUMAN!

The Future of Work is HUMAN!

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating...
If I Were a Rep . . .

If I Were a Rep . . .

I have spent many hours in Contact Centers of varied shapes, sizes, and purposes - both premise-based and remote. At times, I have been...
Sorry, No Magic Cure-All to Turnover

Sorry, No Magic Cure-All to Turnover

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver...
Understanding (And Complying With) Canada’s Laws

Understanding (And Complying With) Canada’s Laws

Canada has a strong customer service culture, enabled and supported by contact centers. Canadians are noted—and perhaps stereotyped—for their patience and tolerance. For example,...
Helping the Centers That Help Others

Helping the Centers That Help Others

All of us rely on the selfless nonprofit organizations that exist to help others in need, whether directly or indirectly, by their actions that...
Is Cost of Performance the Undiscovered X Factor?

Is Cost of Performance the Undiscovered X Factor?

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving...
Safely Continuing Customer Contact

Contact Center Pipeline Magazine: Inside Our September 2022 Issue

Wow! We are a good-looking issue this month! We cover all the hot topics from business continuity and disaster recovery, difficult customer and employee...
The Door to Personalized (and Secure) CXs

The Door to Personalized (and Secure) CXs

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications....
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You...
Maintaining Compliance With MFA

Maintaining Compliance With MFA

Contact center operators have been tasked with the impossible: maintain PCI compliance by deploying multi-factor authentication (MFA) to every agent, for every application, all...
Closing the Engagement Capacity Gap

Closing the Engagement Capacity Gap

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to...