Inside View

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...

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....

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...

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...

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...

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...

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...

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...

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...

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...

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...

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...

Launching a contact center is like a juggling act. You may want to start simply by throwing and catching one ball correctly, but soon...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...

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....

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing...

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...

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....

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,...