Go Ahead…Try Something New!

Go Ahead…Try Something New!

The expression “go ahead” is often stated as “go ahead with,” as in “Are you going ahead with the recommendations?” The term dates from the mid-1600s and gave rise to “give the go ahead”,...
Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers?

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the...
The Fine Art of Contact Center Management

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 of contact center management and its three driving forces: Random...
Adaptability: The Skill to Thrive in Changing Times

Adaptability: The Skill to Thrive in Changing Times

First in a three-part series on adaptability and adaptive leadership. (Part 1 of 3) The world is changing at a very rapid pace. Societal demands, and workplace and family demands are also evolving. With all...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...
Getting Buy-In for Change

Getting Buy-In for Change

Often it can be quite challenging getting buy-in from your team when you need to introduce new coaching methods, processes, and call guides. Or just about anything else that’s New. Why? Because most people don’t...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Gordon authored the Essentials Skills and Knowledge course, which...
How to Make Gradual Changes

How to Make Gradual Changes

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some call centers were welcoming of my ideas. And some others...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and too often a frustrating experience. Inadequate online self-help, limited interaction...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

In this month's most-read posts, our authors offer insights on how the contact center agent's role has evolved and become more complex, how best to engage with your WFH agents, how to improve your...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power of IVAs, and utilizing all the data the contact center...
Reflections of a Contact Center Leader

Reflections of a Contact Center Leader

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time. We have...
Communication Styles to Build Deeper Rapport

Communication Styles to Build Deeper Rapport

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the ability to build rapport with customers, team members and other...
Avid Readers Make Better Leaders

Avid Readers Make Better Leaders

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone...
Becoming an Emotionally Intelligent Leader, Part 3

Becoming an Emotionally Intelligent Leader, Part 3

The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive! With a focus on...
Becoming an Emotionally Intelligent Leader, Part 2

Becoming an Emotionally Intelligent Leader, Part 2

As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of the workplace will require a focus and commitment to the...

Becoming an Emotionally Intelligent Contact Center Leader

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for...

Becoming an Emotionally Intelligent Contact Center Leader

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for...

5 Reasons You are Probably Missing the Greatest Opportunity in Our Industry

One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of an opportunity, you will find these reactions are present. But...

Seven Contact Center New Year’s Resolutions for 2021

Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes into just nine months. However, the New Year brings new...
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