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...
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...
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...
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....
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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,...
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...
Understanding the Four Stages of Customer Engagement
Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored,...
Three Ways to Future-Proof Your CX
Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with...
Healthcare Access Centers… Past, Present and Future
Healthcare and PowerHouse have a very long and rich history. We have had the privilege of working with some of the best systems in...
Meet Janet LeBlanc: Our December 2020 Wall of Fame Honoree
Contact Center Pipeline’s
AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of...
