Remote Working

Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers...

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and...

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well...

Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic...

I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our...

GreenState Credit Union of North Liberty, Iowa, is a 290,000-member financial cooperative with assets of $7.8 billion. It prides itself on its excellent customer...

Work from home (WFH) has finally become an accepted business continuity/disaster recovery (BC/DR) strategy. And it appears that it is becoming a large and...

Everyone likes simplicity, especially in the world of customer service. The best contact center agents will simplify difficult situations for callers, and smart contact...

Video has been refined for use in business for over 15 years and it is certainly a key part of any digital transformation strategy....

“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the...

During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure...

In today’s business environment people matter. Customers rightly want the option of speaking to live agents. Automated self-service alone, even with sophisticated tools like...

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one...

2020 was a tough year for contact center supervisors. While the quick shift to work-from-home was a shock to almost every level’s work routines,...

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the...

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents...

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does...

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in...

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video...

Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are...