Inside View: Nate Brown, UL EHS Sustainability
Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...
Inside View: TaskUs
A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....
Inside View: UPMC Health Plan
If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...
Inside View: Adriana Thompson, Buildasign.com
Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...
Inside View: Delta Vacations’ Customer Engagement Center
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...
Inside View: Travelzoo
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...
Inside View: Kayla Adair, DiCentral Corporation
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...
Inside View: FCCI Insurance Group
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...
Inside View: C3 | CustomerContactChannels
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...
Inside View: TeleTech Learning and Performance
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...
Inside View: Valvoline
It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...
Inside View: DAT Solutions
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...
Inside View: TCL North America
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...
Inside View: Matt Medina, Dun & Bradstreet Emerging Businesses
Launching a contact center is like a juggling act. You may want to start simply by throwing and catching one ball correctly, but soon...
Inside View: Moni Smart Security
The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
Inside View: Eileen Campbell, Horizon Utilities
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....
Top 5 Inside View Posts for 2016
Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing...
Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.
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...
Inside View: Tufts Medical Center
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....
Inside View: Garden City Group
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,...