Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

Inside View: Annette Franz, CCXP

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

Springing Forward Might Affect Contact Center Forecast Accuracy

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight...

Operation Social Media… 2020

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

Predictive CX Trends for Both Customer and Business Success

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...
Contact Center Pipeline Author Wall of Fame

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline's AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their...

Balancing Customer Experience with Fraud Prevention in the Contact Center

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking...

The Consolidation Trend Will Further Hurt Quality in the Contact Center

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about...
CallShaper

Why Online Scripting Is So Important to Your Call Center Success

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...
Will TRACED Mean the End of Robocalls in 2020?

Will TRACED Mean the End of Robocalls in 2020?

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If...
Contact Center Pipeline Magazine, February 2020 Issue. Upgrade Your Customer Surveys.

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Welcome to the February issue of Contact Center Pipeline. I've always thought of February as a fun month with the opportunity to show some...