Customer Service

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available,...

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most...

Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You...

Customer service, but particularly support, has grown in importance significantly in today’s online world. Getting such help has also become a lot more convenient...

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also...

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward...

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors...

Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover. Yet to keep delivering...

At my first call center job, I learned the ropes and learned the most that I could from my trainers, team leaders, mentors, and...

I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our...

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued...

Fixing the IRS’s Troubled Customer Service According to the White House, some 240 million individuals and businesses file tax returns every year. And help with...

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your...

It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On...

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation...