Remote Working

Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success. In the May 2020 issue...

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning...

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst...

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in...

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s...

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times....

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to...

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged,...

Reflecting over the last two plus years, as contact centers worked remotely, learning and development (L&D) teams had to pivot so quickly to ensure...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost...

I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring....

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new...

One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH). Proponents argue that...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...

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...

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....

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,...

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day,...