Over the years I have had the unique (and sometimes eyebrow-raising) experience of serving as an expert witness in multiple legal cases involving Contact...

Contact centers are facing a talent crisis. Declining populations, shrinking workforce participation, and a widening skills gap aren’t just challenges; they foreshadow a looming...

Sarah, an operations director at a Phoenix-Ariz.-area healthcare contact center, used to focus on KPIs and coaching her team. Now, she stares at empty...

Cold calling has long been a cornerstone of sales, which, in turn, is the foundation of the customer experience (CX), demanding persistence, adaptability, and...

The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...

To successfully engage with customers - and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language....

“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical...

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...

It is definitely summer. There are so many graduations, weddings and vacations. Even if we didn’t know what month it was by the calendar,...

All our customers deserve our empathy, but the ones who write to us in English when English isn’t their primary language deserve a heaping...

This month, Dina kicks off the top 5 by sharing her insights on how benchmarking across industries allows for the discovery of innovative solutions...

Managing a call center is no easy feat. Budgets shrink, performance metrics grow, and every second on the clock matters. If your team doesn’t...

The November 2024 Feature article, “Ensuring Quality in Anxious Times,” focuses on the quality assurance and quality management (QA/QM) challenges facing - but also...

Contact center representatives shape an organization’s reputation in today’s contemporary business world. They represent the brand through millions of interactions and can influence the...

“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not...

Over the years, we have had the privilege of sharing the pages of Contact Center Pipeline with so many industry leaders with generous spirits,...

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice....

The role of artificial intelligence (AI) in contact centers is rapidly evolving, transitioning from theoretical concepts to practical applications delivering real business value and...

I read with great interest Contact Center Pipeline articles written by my friend, Rick McGlinchey, called “Solving the CX Calculation Discrepancy – Parts 1,...

In the contact center, efficiency is everything. Customers are always in need of support, and there’s a constant flow of inquiries to be answered....

Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers. Engaged agents are more productive and more...

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology...

Recently I listened to a CEO address the entire company about their firm’s growth emphasizing the transformative power of sharing knowledge. “Innovation isn’t just...

Steve tops our most read blog posts this month with his findings from “The US Customer Experience Decision-Makers’ Guide (2024-25).” Specifically, he hones in...

In our hyper-connected reality, a staggering 88% of customers now equate their experience with a company to the value of its products or services....

The rise of Agentic AI - what McKinsey calls the “next frontier of generative AI” (GenAI) - marks a seismic shift in the future...

Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording. According to a Reuters report, 70% of...

Regulatory compliance is a critical issue for any organization that provides products or services to the public. This is particularly true in the United...