Top 5 Posts in January
This month, Jim starts off our list with the importance and benefits of implementing unstructured data integration strategies. Ryan then teaches us about a...
Reversing the Contact Center Leadership Drift
Here are two connected conversations that broke employee trust without anyone noticing:
A Filipino agent is coached for mishandling a timecard issue.
Later, a Honduran...
It’s Just People
If you’ve worked in a contact center for more than five minutes, you’ll have heard someone say, “It’s all about people.”
Yet, despite this...
Tapping the Power of Culture – Part 2
Understanding and adapting to the cultures of customers is essential to providing excellent customer experiences (CXs) to them.
In Part 1 of this article...
Tapping the Power of Culture – Part 1
It was a typical afternoon shift at the call center when my sister Andy, a trainee agent, answered a call from a concerned father...
How To Attract and Keep Productive Agents
A surprising trend is emerging in the busy world of contact centers, where customer service is a 24/7 operation.
New employees (agents) appear more...
Top 5 Posts in February
Coming in at the top of February's most read blog posts is Steve's Research Report showing predictions for contact centers in the U.S. in...
Delivering Effective Contact Center Management
In the dynamic world of contact centers, effective leadership stands as the linchpin of operational excellence and customer satisfaction.
My career as a contact center...
The Fine Art of Contact Center Management – Part 2
In Part 1, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible...
The Fine Art of Contact Center Management – Part 1
The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI)...
Managing to Adapt
Four years ago, the COVID-19 pandemic struck with a deadly ferocity and impact that had not been experienced since the 1918 influenza outbreak at...
Contact Center Leaders…Can You Rise to the Challenge?
Are you ready to face challenges head-on? The idiom “rise to the challenge” is defined by Merriam/Webster as “to perform so as to succeed.”...
Leaders, Are You Ready for the Future of Work?
Congratulations to Contact Center Pipeline for 15 years of serving our industry!
Wow! Fifteen years of providing insights, resources, and thought leadership to the Contact...
How Did You Get Here?
I have had the privilege to know Linda Harden, publisher of Contact Center Pipeline, for over three decades, since her ICMI days. I have...
A Second Chance
I had the pleasure of writing a monthly article for Contact Center Pipeline for around nine years, beginning with the very first issue. And...
Contact Center Vital Signs
Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do...
Put on Your Skates! The Business/Employment Climate is Changing
Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating...
Contact Center Leadership
Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was...
Take Charge…
Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton...
The Best Defense is a Good Offense
“The best offense is a good defense, but a bad defense is offensive.”
—Gene Wolfe, American Science Fiction Writer "The best defense is a good...
