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Pipeline Guest Post

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Interested in contributing a guest column to the Pipeline blog? We welcome instructional posts on contact center business strategy, staffing, customer experience, operations management, performance management, training & development and technology. Email your topic or story idea to Susan Hash at susan[at]contactcenterpipeline[dot]com.
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Unlock Your Employee Engagement Potential

Unlock Your Employee Engagement Potential

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
Four Best Practices for Onboarding New Contact Center Employees

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...
Now Entering the Workforce: Rethinking Jobs for Gen Z

Now Entering the Workforce: Rethinking Jobs for Gen Z

Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
How to Create the Right Forecast to Drive Customer Experience Success

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...
Reaching Millennials Through Authentic Omnichannel Experiences

Reaching Millennials Through Authentic Omnichannel Experiences

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...
Agent Engagement and the Customer Experience

Quick Tips to Help Call Center Agents Survive in 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...
Is Outbound Telesales Making a Comeback?

Is Outbound Telesales Making a Comeback?

The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to...
How Handprints on a Wall Can Drive Top-Line Growth

How Handprints on a Wall Can Drive Top-Line Growth

Without ever seeing our logo, you can tell you’re visiting a TELUS International site by the beautiful mosaic of colorful handprints that adorn our...
Data-Driven Advice for Providing Excellent Customer Service

Data-Driven Advice for Providing Excellent Customer Service

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...
How to Lower Agent Attrition in Your Contact Center

How to Lower Agent Attrition in Your Contact Center

The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would...