How to Foster Diversity & Inclusion in the Contact Center

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...

How to Make Remote Training Work for New-Hires

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...

Moving Contact Center Agents Home for the Long-Term

2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home...

What to Do After Migrating Your Contact Center to the Cloud

Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With...

What Is Your Customer-Centric DNA?

The definition of a “truly customer-centric” organization is one that has mastered the ability to intentionally design and consistently deliver the ideal customer experience...

Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests...

Evolving Challenges Require Evolving Solutions

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Are There Better Ways to Staff the Contact Center?

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...

The Whole World Is Going Digital. So Why Is Your Buying Process Still Analog?

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology,...

Contact Center Pipeline Magazine: Inside Our April 2021 Issue

There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to...

Biden Administration Impact on Contact Centers

As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...

Davy Crockett, Analytics and the New Frontier

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little...

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...

Recruiting for the Contact Center of the Future

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...

Planning a Safe Return to Work in the Contact Center

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back...

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly...

Collaboration: Distinguishing the Buzz from the Buzzword

For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions,...

Can You Say Con-tin-gen-cy?

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...