Wishing All of Our Readers a Safe and Happy Thanksgiving!

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...
Low-Code/No-Code AI-Enabled Chatbots

Low-Code/No-Code AI-Enabled Chatbots

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer...
Toward a Customer Experience Hub

Toward a Customer Experience Hub

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales,...
The Hybrid Contact Center

The Hybrid Model Is Only Part of the Solution to the Work-at-Home Dilemma

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the...
The Hybrid Contact Center

The Hybrid Contact Center

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents...
From WFO to WEM

From WFO to WEM

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater...
Leading with Compassion

Leading with Compassion

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying....
Avid Readers Make Better Leaders

Avid Readers Make Better Leaders

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s...
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does...

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due...
12 Better Ways to Start a Customer Service Email

12 Better Ways to Start a Customer Service Email

“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most...
How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams?

COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders. It...
Contact Center Pipeline November Issue

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and...
Old and In the Way

Old and In the Way

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in...
How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

How to Leverage the Power of an Older and Younger Workforce (and Why You...

Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation...
I Want to Take You Higher

I Want to Take You Higher

I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be...
Boosting the Business Prospects with the Physical Multichannel

Boosting Business Prospects with the Physical Multichannel

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. However, while it might have...