Inside View

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the...

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have managed to break away from that model, but those that...

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s why travel can typically be found at the top of...

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible. Although their work...

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will...

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number of seniors topped 50 million, and the U.S. Census Bureau...

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information about systems, processes, policies and procedures. Add to that the...

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using the right lubricant is essential for a well-performing engine, most...

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can provide to those who are willing to take charge of...

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that prides itself on delivering value to customers. “Customers for Life”...

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United...

Launching a contact center is like a juggling act. You may want to start simply by throwing and catching one ball correctly, but soon there are three or four balls that you’re trying to...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new players to the field—from consumer electronics manufacturers selling do-it-yourself home...

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers. The leaders who stand out are those who are able...

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments. This...

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from great often comes down to personal values that are formed...

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call. Ensuring that agents are skilled and knowledgeable drives higher performance...

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work,...

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The...

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix metro area and Northern Arizona residents who feel desperate and...