Top 3 Trends for the Future of Contact Center Training

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

At the beginning of the COVID-19 pandemic, the work-at-home model was hyped as the best approach for the contact center industry. Our research results from early in the process of quarantine indicated that when...

Align Business, Contact Center and Technology Strategies

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household, you already know a little bit about the Roarin’ Twenties,...

Contact Center Challenges and Priorities for 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you to read the full report, here are some observations that...

The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what...
Contact Center Voice of the Customer Survey 2019

Voice of the Customer Survey: We Need Your Insights

We need your help to better understand existing processes for gathering, processing and analyzing information about the customer experience. Give us your thoughts in this short Voice of the Customer survey. Results will appear...
Future of Contact Centers Survey

Future of Contact Centers Survey: Tell Us What You Think

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to...

Highlights from the 2019 Challenges and Priorities Survey

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. Top Contact Center Challenges The...

Contact Center Challenges & Priorities for 2019

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list...
2018 Contact Center Technology Survey Reveals Critical Needs

2018 Contact Center Technology Survey Reveals Critical Needs

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take...
Customer Satisfaction Survey Erosion

Customer Satisfaction Survey Erosion

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same...
Contact Center Survey

Findings from the Frontline Supervisor Survey

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction and engagement, and are close enough to the customers that...
Credit Union Contact Center Survey Results

Credit Union Contact Center Benchmarking Survey: The Results Are In

Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response to growing competition and heightened member expectations. Yet they are...
Call Center Work Environment Study

A Few Findings from Our Work Environment Survey

When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent works, the majority of time will be spent answering customer...
Look Beyond Post Call Surveys to Measure Customer Experience across Multiple Touchpoints

Look Beyond Surveys to Measure Customer Experience

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that spans multiple touchpoints? “Keep in mind that customer surveys are...
Contact Center Pipeline Blog