Communication

In today’s global economy, call and contact centers handle inquiries from a diverse range of customers. This diversity reflects the richness of a global...

The poets, newspaper journalists, and novelists may be weeping into their embroidered hankies about generative AI (GenAI) being the death of original writing. But contact...

Accents are deeply personal, shaped by geography, language, socioeconomic class, gender, and by one’s own identity. Just as voice prints can identify individuals, accents...

To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language....

All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping...

Coming in at the top of February's most read blog posts is Steve's Research Report showing predictions for contact centers in the U.S. in...

Remote work isn’t new anymore, but we can still get better at it. We can have more productive virtual meetings. We can build personal...

COVID-19 forever changed how businesses operate. During the pandemic, many businesses chose stopgap temporary communication measures, not knowing how long remote work would be...

Whether you pick an economic pundit or a social commentator, you’ll be hard-pressed to find anyone who disagrees that consumers are experiencing a once-in-a-generation...

The market shift to a cloud-based contact center, also known as contact center-as-a-service (CCaaS), is still growing even with a post COVID-19 pandemic economic...

Happy 15th Anniversary, Contact Center Pipeline! You’re a teenager now. A lot has changed since you were born. In my world—I help customer...

For contact center managers, “workplace writing” is never just one thing. Some days, you’re writing a high-stakes budget proposal to senior managers. Other days,...

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or...

We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day,...

Your heart is in the right place. You intend to focus on the important writing tasks on your to-do list: that detailed response to...

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the...

We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back...

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...