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Protecting Data, Payments, Providing Positive CX

Protecting Data, Payments, Providing Positive CX

The COVID-19 pandemic introduced a new age of remote work and accelerated digital innovation in several industries – contact centers were not exempt. But even before the virus struck, there were some undeniable changes brewing...
WFH for B2B?

WFH for B2B?

As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck. Businesses selling to other businesses have long had a culture...
Conquering the New World of Contract Work

Conquering the New World of Contract Work

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine...
Writing Home

Writing Home

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better...
Sorry, No Magic Cure-All to Turnover

Sorry, No Magic Cure-All to Turnover

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You Care." Leslie published this article back in 2020, and it...
From the Heart

From the Heart

Too many Americans and Canadians have been, or will be at some points in their lives, impacted by heart disease and stroke either directly or indirectly through their loved ones. And that includes us...
Changing the Business Experience

Changing the Business Experience

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B)...
DaaS to the Desktops

DaaS to the Desktops

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured. A recent Gallup poll showed that 60% of shoppers were...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also been reading up on strategies to use AI to support...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders. Our authors coach us on creating a culture of...
Work From Home…Are You Sure of the Future?

Work from Home… Are You Sure of the Future?

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work...
Adjusting Headsets for the New Normal

Adjusting Headsets for the New Normal

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances they connect with customers, supervisors, and colleagues. While text-based communications...
Locating Contact Centers in the New Normal

Locating Contact Centers in the New Normal

The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers. Gone may be the days where contact centers were almost...
Work from Home Survey Results

SPECIAL REPORT: Work from Home Survey Results

It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the globe, and for contact centers the net results proved to...
Filling The Performance Gaps

Inside View: Filling The Performance Gaps

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages. All of...
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...
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months. Well, this year brings fascinating developments as some of...
The New Resource for Contact Center Staffing

The New Resource for Contact Center Staffing

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a pretty exciting time for them. In turn, many employers have...
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...
Contact Center Pipeline Blog