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Protecting Data, Payments, Providing Positive CX

Protecting Data, Payments, Providing Positive CX

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even before the virus struck, there were some undeniable changes brewing...
WFH for B2B?

WFH for B2B?

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck. Businesses selling to other businesses have long had a culture...
Critical Tools to Make Outbound Succeed

Critical Tools to Make Outbound Succeed

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient staff, and the overall exasperation of the general public, the...
Is Cost of Performance the Undiscovered X Factor?

Is Cost of Performance the Undiscovered X Factor?

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money. Contact Center Pipeline recently spoke with Robert about how...
The Door to Personalized (and Secure) CXs

The Door to Personalized (and Secure) CXs

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications. What’s driving this? In short, the shift toward digital channels...
Closing the Engagement Capacity Gap

Closing the Engagement Capacity Gap

Still reeling from the dramatic effects of the COVID-19 pandemic, organizations see a future of constant change and continued challenges in their efforts to connect with customers. On top of reorienting operations and building...
Changing the Business Experience

Changing the Business Experience

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B)...
Taking Service to the Next Level

Taking Service to the Next Level

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the...
Helping Agents Helping Customers

Helping Agents Helping Customers

Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?” The COVID-19 pandemia have changed the...
Adjusting Strategies in the New Normal

Adjusting Strategies in the New Normal

If there is one thing we’ve learned in the past two years during the COVID-19 pandemic, it is the almost continuous need to rethink and adjust business strategies and tactics in order to adapt...
The Risks, Consequences, and Solutions to Attrition

The Risks, Consequences, and Solutions to Attrition

Across the United States, workers are voluntarily leaving their jobs in record numbers. The Great Resignation—a trend being driven by an economic and psychological shift as employers struggle to tempt unhappy staff to return...
Conversational AI: The Contact Center’s Superpower

Conversational AI: The Contact Center’s Superpower

The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service. The customer journey shifted abruptly from a combination of in-person and digital to a digital-first (and often digital-only)...
Analyzing the Analytics

Analyzing the Analytics

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing...
Strengthening the B2B CX

Strengthening the B2B CX

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice. Yet in B2B there is a...
Mining for Productivity

Mining for Productivity

“Our call centers are extremely busy at the moment, please only call us if your query is urgent.” The past 18 months have seen messages like this become commonplace across consumer-facing websites, shifting from those...
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...
Contact Center Pipeline Blog