How to Leverage the Power of an Older and Younger Workforce (and Why You...
Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation...
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...
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...
Record it All: Unlocking the Value Within Voice Data
There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the...
Looking Good: An Amateur’s Guide to Zoom Success
I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video...
Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center
In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead...
Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance
Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played...
‘Golden’ Rule of Customer Service
It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On...
We Are Living in the Future
We are living in the future
I’ll tell you how I know
I read it in the paper
Fifteen years ago. John Prine wrote these prophetic lyrics back...
Use Storytelling to Provide Impactful Learning in the Contact Center
Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson? Over the...
This 1¢ Piece of Paper Is Costing Your Contact Center Millions
You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little...
Contact Center Pipeline Magazine: Inside Our October 2021 Issue
Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought...
Top 5 Posts in September
This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation...
AI-Enabled Agent Assessment: Now It’s a Reality
Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal...
13 Years, 103 Issues Later
In appreciation...
A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality.
This describes our long-time editor, Susan Hash.
Susan and...
Becoming an Emotionally Intelligent Leader, Part 3
The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also...
Becoming an Emotionally Intelligent Leader, Part 2
As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of...
Becoming an Emotionally Intelligent Contact Center Leader
We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020...
