Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...

Davy Crockett, Analytics and the New Frontier

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little...

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. Organizations...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...

Recruiting for the Contact Center of the Future

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...

Planning a Safe Return to Work in the Contact Center

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back...

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly...

Collaboration: Distinguishing the Buzz from the Buzzword

For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions,...

Can You Say Con-tin-gen-cy?

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...

Avoiding Work-at-Home Virtual Shock

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments...

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...

Inside View: Michael Lawder, Chief Experience Officer, ASAPP

You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michael Lawder. When he talks about...

Coming Back Home… to the Office

Last year has been one of the craziest years for contact centers and more changes are on the way. If your contact center is...

Contact Center Pipeline Magazine: Inside Our March 2021 Issue

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...

Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...

Thinking Differently About Digital in Your Contact Center

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or...

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the...

Close to You

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...

In Unusual Times, Replace the Usual Customer Service Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example,...