Training & Development

In today’s global economy, call and contact centers handle inquiries from a diverse range of customers. This diversity reflects the richness of a global...

Making sure new employees have the best possible onboarding experience isn’t just nice: it’s crucial for keeping great people! A solid plan for onboarding,...

How do you transform satisfied customers into loyal advocates? For businesses aiming to thrive in today’s competitive environment, it’s no longer enough to simply...

Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and...

Since 2001, I have seen three major economic downturns affect my contact center clients: the tech-sector recession that year, the 2008 financial crisis, and...

The technology and best practices for contact centers have rapidly changed over the years. And one of the biggest was the rapid shift of...

Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is...

Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with...

Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason. The author of our “Coach’s Corner” column, along with...

In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. This...

Developing a business on the strong foundation of excellent customer support is among the most effective ways leaders can help ensure an organization’s success...

Consumer choice in every single industry is at an all-time high, which means customer experiences are now where business is won and lost for...

“Change is the only constant in life.” —Heraclitus The above age-old adage came...

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and...

Training is often a maze with many different and confusing branches that must be navigated to find one’s voice in the contact center. In...

Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over...

Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home...

My son said, “I can’t hear anything!” My wife had just handed her mobile phone to him, so he could hear a few words...

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent...

As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many...