Agent Experience

Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the...

Workplaces vary dramatically, and the disputes that arise on a construction site are different from those in a surgical center or in a faculty...

Today’s job market favors candidates, with more job openings than people to fill them. For contact center leaders, this presents an additional challenge: dedicated...

Almost every company my firm does business with offers a post-interaction survey, especially if they have a contact center. I will almost always respond...

Across the board, workforce participation remains below pre-COVID-19 pandemic levels. According to the U.S. Chamber of Commerce, 1.7 million Americans are missing from the...

In today’s workforce, as remote work becomes increasingly common in contact centers, we are confronted with the absence of once-familiar workplace relationships and the...

Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to...

Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive...

Customers demand more from customer support than ever before, and many call centers have struggled to answer the call. With turnover rates increasing, call...

I’ve worked in the contact center ecosystem since 1981. For much of that time, this publication has been my number one source for industry...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge...

Healthcare has experienced massive disruption due to the global pandemic. In 2019, just before the shutdowns began, Healthcare was getting comfortable with Contact Centers....

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks...

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are...

In all my years in the field of contact center leadership, I have seldom witnessed a more challenging time to recruit and retain customer...

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin...

Contact center attrition rates have risen to new heights during the COVID-19 pandemic, and there’s no sign of that turnover slowing down. But if...

Tense, uneasy, and overwhelming - are all words that can be used to describe the current customer support environment. A combination of several factors,...

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst...

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in...