Keeping the Customer Promise

Contact Center Pipeline Magazine: Inside Our July 2022 Issue

While talking with people, I hear the same few struggles discussed. It seems to mark a sign of the times for our industry. Our...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and...
Work From Home…Are You Sure of the Future?

Work from Home… Are You Sure of the Future?

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years....
Connecting the Machine and Human

Connecting the Machine and Human

The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of...
Laura Sikorski on Analytics

Inside View: Laura Sikorski on Analytics

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of...
Optimizing Agent Performance

Optimizing Agent Performance

As an enthusiast of nature and intelligence for the majority of my life, I was fortunate to be introduced to artificial intelligence (AI) when...
Adjusting Headsets for the New Normal

Adjusting Headsets for the New Normal

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances...
Locating Contact Centers in the New Normal

Locating Contact Centers in the New Normal

The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers....
Work from Home Survey Results

SPECIAL REPORT: Work from Home Survey Results

It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the...
Supporting the Agent/Customer Experience

Supporting the Agent/Customer Experience

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a...
Go Ahead…Try Something New!

Go Ahead…Try Something New!

The expression “go ahead” is often stated as “go ahead with,” as in “Are you going ahead with the recommendations?” The term dates from...
Designing Inclusive Contact Center Experiences

Designing Inclusive Contact Center Experiences

Customer service professionals often make an all too human mistake: they imagine that the person on the other end of the line is someone...
Filling The Performance Gaps

Inside View: Filling The Performance Gaps

Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead...
Should Agents Work from Home?

Contact Center Pipeline Magazine: Inside Our June 2022 Issue

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams...
Building a Human Experience in the Contact Center

Building a Human Experience in the Contact Center

For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and...
Create a Culture of Accessibility

Create a Culture of Accessibility

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have...
Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers?

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines...