Agent Experience

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...

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to...

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And...

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a...

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and...

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen....

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good...

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...