Treat Technology Partnerships Like a Marriage!

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 that article underscored the value and importance of working together,...
Legal and Regulatory Developments In 2021—And What to Expect In 2022

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 public statements and appointments to key leadership positions, there was...
Overcoming CX Labor Obstacles

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 to those who show up.” And, although service is delivered...
Loosening the Labor Squeeze

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 normal. Most news about worker shortages has focused on food...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

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 too often a frustrating experience. Inadequate online self-help, limited interaction...
Growing Customers During Disasters

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 service that is delivered through its 23 branches and by...
How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

Big data analytics is about to explode, marking a watershed moment for contact centers. There has never been a greater need for data-driven insights as businesses prioritize revenue growth amid rapidly shifting customer expectations,...
Taking Care of Contact Center Business

Taking Care of Contact Center Business

The expression “taking care of business” is defined by Merriam-Webster as “to do what needs to be done.” This is a more elegant definition than I expected when I looked it up! To do...
Going Home: For Good?

Going Home: For Good?

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 artificial intelligence (AI)-driven chatbots, is not enough to enable superior...
Delivering a Consistent and Human Customer Care Experience

Delivering a Consistent and Human Customer Care Experience

Customer care is vital to any brand’s continued success—and its ability to provide this support service directly impacts both customer satisfaction and loyalty. That impact can be positive or negative depending on customers’ experience...
Why Self-Service Needs a Human Touch

Why Self-Service Needs a Human Touch

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer experience (CX) and reducing cost in the contact center. Yet...
An Executive Interview With OpenText's Alex Martinez

An Executive Interview With OpenText’s Alex Martinez

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. Alex brings 20-plus years of launching innovative products across multiple...
Strategies for Promoting Contact Center Value and Visibility

Strategies for Promoting Contact Center Value and Visibility

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The identity of your contact center in the enterprise...
The Hybrid Contact Center

The Hybrid Model Is Only Part of the Solution to the Work-at-Home Dilemma

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 hybrid model, which is a mix of splitting their time...
The Hybrid Contact Center

The Hybrid Contact Center

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 work at home but come into the center a few...
I Want to Take You Higher

I Want to Take You Higher

I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be 240 channels on my television, and most nights, there’s nothing...
Boosting the Business Prospects with the Physical Multichannel

Boosting Business Prospects with the Physical Multichannel

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. However, while it might have felt like the pandemic was driving us closer to some...

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...
Contact Center Pipeline Blog