Pipeline Guest Post
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.
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...
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...
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
As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...
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?
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
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
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
The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would...
Coming Soon to a Contact Center Near You!
The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...
6 Common Sense Practices to Share with Work-at-Home Agents
After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever...
What to Expect for Contact Centers in 2018
Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...
