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.
The Evolution of Customer Service: Landline to AI
Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...
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
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
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
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...
