Turning Acquisition Chaos into Clarity
If you have ever lived through a merger or acquisition (M&A), you know the feeling. Systems do not talk, processes overlap, and everyone insists...
Over and Out
“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not...
Sun Tzu and the Art of Contact Center Planning
In the renowned ancient treatise The Art of War, Sun Tzu famously states that every battle is won before it is fought.
To paraphrase...
Elevate Your Contact Center to an Operational Powerhouse…
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business,...
Working With Consultants
Consultants are an essential part of the contact center industry. Their abilities, insights, knowledge, and services, covering a wide range of needs, enable contact...
The Contact Center Heroes Without Capes
Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that...
Shoe-Leather Reporting
Shoe-leather reporting, as defined by freedictionary.com, means collecting, writing, and reporting news stories. It often involves traveling and talking to different people to get...
The Route to Global Contact Center Success
As organizations increase their global footprint, one of the greatest challenges they face is unifying geographically diverse units and delivering consistent value. Since oftentimes...
Staying on the Same Wavelength
The idiom “on the same wavelength” conveys the idea of mutual understanding from a shared perspective and highlights the significance of harmony in viewpoints....
Happy Fifteenth Anniversary
Congratulations to Contact Center Pipeline on this 15th Anniversary! I have been a grateful contributor to CCP for these past 15 years. I founded...
What Goes Down Must Come Up
Madame de Stael was a French-Swiss writer, woman of letters, and early champion of women’s rights. She was considered among Napoléon’s major opponents and...
Take Charge…
Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton...
The Best Defense is a Good Offense
“The best offense is a good defense, but a bad defense is offensive.”
—Gene Wolfe, American Science Fiction Writer "The best defense is a good...
What Do You Want to Take With You in 2023?
With the New Year upon us, the question I invite you to ask yourself is:
What do I want to take with me in...
Treat Technology Partnerships Like a Marriage!
In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI.
The message in...
Legal and Regulatory Developments In 2021—And What to Expect In 2022
We entered 2021 with a new U.S. administration and fresh ideas about the regulatory role of the federal government.
Based on President Joe Biden’s...
Overcoming CX Labor Obstacles
In restaurant and shop windows across every North American city hastily handwritten signs are appearing saying “The whole world is short-staffed. Please be kind...
Loosening the Labor Squeeze
As if the COVID-19 pandemic weren’t challenging enough already, many businesses are also navigating a serious labor shortage on the slow road back to...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX
As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and...
Growing Customers During Disasters
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...
