Supporting the Agent/Customer Experience

Supporting the Agent/Customer Experience

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S....
Designing Inclusive Contact Center Experiences

Designing Inclusive Contact Center Experiences

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone who’s like them. This type of implicit bias can take...
Filling The Performance Gaps

Inside View: Filling The Performance Gaps

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages. All of...
Building a Human Experience in the Contact Center

Building a Human Experience in the Contact Center

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models. Increased customer expectations, supply-chain issues, and new work-from-home...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random...
Why Your Customer Service S***S: And Solutions

Why Your Customer Service S***S: And Solutions

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess and about to get worse. People are buying more, but...
The New Normal: Navigating Change, Disruption

The New Normal: Navigating Change, Disruption

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of...
Five Windows into the Future of the Contact Center

Five Windows into the Future of the Contact Center

The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to work-from-home (WFH) environments: and digital acceleration went into overdrive to...
Customer Experience Perfection Is Easy to Achieve

Customer Experience Perfection Is Easy to Achieve

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex mystery full of unknowns. But the truth is that getting...
Treat Technology Partnerships Like a Marriage!

Treat Technology Partnerships Like a Marriage!

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in that article underscored the value and importance of working together,...
Making Delight Intentional

Making Delight Intentional

Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little more time on the phone or chat may provide big...
Preventing Your Customers from Ghosting You

Preventing Your Customers from Ghosting You

One thing we all have limited patience for is poor customer service. And a recent report found that this issue may be even more serious than many businesses expect: 73% of consumers will abandon...
Onboarding for Customer Experience

Onboarding for Customer Experience

Are your new employees aware of the multiple ways customers are interacting with your brand? Do they understand your brand promise and what distinguishes you from your competitors? The answers to these questions are...
Delivering a Consistent and Human Customer Care Experience

Delivering a Consistent and Human Customer Care Experience

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That impact can be positive or negative depending on customers’ experience...
The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Let’s face it. Most folks involved in contact centers today are there to help, provide service or sell something. Customer experience excellence is a desirable attribute of these encounters, and excellence has a great...
How Contact Center Insights Can Improve Enterprise Operations

How Contact Center Insights Can Improve Enterprise Operations

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

This month's top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms,...
Toward a Customer Experience Hub

Toward a Customer Experience Hub

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their...
The Secret to Unlocking Service Excellence Is Data

The Secret to Unlocking Service Excellence Is Data

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience. We want the convenience of Amazon’s one-click ordering and speed of delivery, the...
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