Verint CX Automation

Using DISC Temperaments to Support Team Members During Stressful Times

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior in your team members and agents? Ever wondered how to...
Quality and Clarity in Contact Center Communication

Quality and Clarity: Passing and Receiving the Communication Baton

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a leadership seminar and much of the program’s focus was on...
What to Write When Saying “No”

What to Write When Saying “No”

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 the better way. The better way doesn’t mean saying “yes”...
Communication Styles to Build Deeper Rapport

Communication Styles to Build Deeper Rapport

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 ability to build rapport with customers, team members and other...
The State of the Contact Center Industry

The State of the Contact Center Industry

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 service organizations write better email, chat, social media, SMS, and...
Make a long story short

Make a Long Story Short… PLEASE

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in a letter: “Not that the story need be long, but...
Writing Home

Writing Home

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better...
How 2 Brand U

How 2 Brand U

We all need to engage in continuous learning about Brand - our company brand, creating a branded experience, generating brand energy, etc. But what about our personal Brand? I’d like to spur some thinking...

Please Don’t Shoot the Messenger!

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was the use of human envoys. When one side or the...

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication demands of their consumers and prospects. Voice traffic, while dropping...
How to Write for Your Audience(s)

How to Write for Your Audience(s)

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, you’re writing short, personalized motivational emails to overworked frontline customer...
Mindful Communication in the Call Center

Let ’Em Have It or Bite Your Tongue

The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a beating, scolding or punishment.” While “bite your tongue” is defined...
Writing Well When Your Attention is Divided

Writing Well When Your Attention is Divided

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 an angry customer’s email, that project proposal you promised to...

Enhancing Customer Service Interactions With DiSC

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice...

We Are Living in the Future

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 in 1980. In an interview shortly thereafter, Prine said it...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers--writing well. The pandemic has brought...
Making the Modern Contact Center

Making the Modern Contact Center

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 slowdown. While the CCaaS market enjoyed a rapid growth spike...
Managing Different Personalities in the Contact Center

Managing Different Personalities in the Contact Center: The Platinum Rule

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated,...

Score with Rapport!

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving...
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