Strike While the Iron Is Hot

The idiom strike while the iron is hot may be traced back at least to the 1500s and is a reference to the art of blacksmithing. When a blacksmith works iron, he heats it...

Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which people used idiomatically early in the 1700s to mean continue something,” according to the...

The Rocket Man and a Watershed Year

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review of the 2019 biopic movie about the life of Elton...

Moving Forward: What Will 2021 Bring for Contact Centers?

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons...

Get the Ball Rolling… 2021 Here We Come!

Get the ball rolling” is an idiom that means to start the action, to make the opening move.” Its origin gives America credit for bringing the idiom into general use, starting in the 1840s....

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...

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that emerge from the crisis understaffed may find that their previous...

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 3

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or expand automated solutions will effect agent training and development in...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 2

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at the gaps that the pandemic exposed between digital and human...

Healthcare Contact Centers: Readiness ROI and What’s Next

WFH… work from home. Everyone knows this acronym by now. Just about everywhere you look, people are “working from home.” Yet, this is not the way it was intended to happen! While many folks...

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few...
Contact Center Pipeline Author Wall of Fame

Meet Paul Stockford: Our June 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with a sharp focus on the North American contact center industry. Area...

Resiliency in the Age of Pandemic

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on by COVID-19. Hopefully, your center was able to respond to...
Coronavirus COVID-19 Contact Center Lessons

Where Contact Centers Go from Here

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Kathleen Peterson: Our April 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and...
Contact Center Risk Taking

Nothing Ventured, Nothing Gained

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and is similar to the late 14th century French proverb, Qui...
Beware Healthcare… Your Access Center May Be at Risk!

Beware Healthcare… Your Access Center May Be at Risk!

Contact centers are among the fastest-growing segment in the healthcare industry. Since the 1990s, hospitals have been consolidating and forming “systems.” These systems have also been absorbing physician private practices and centralizing functions. It...

Are You Ready, Willing and Able for Digital Access?

Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue to move from 20th century approaches to the 21st in...

Are You Sure Your Contact Center Is on Solid Ground?

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That means a solid foundation and one that drives management practices,...
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