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?
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: 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...
Top 5 Posts in January
The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar....
Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree
Contact Center Pipeline's
SPONSOR WALL OF FAME Company name:
Customer Contact Strategies CEO/Founder:
Michele Rowan When founded:
2009 Describe your company:
We help companies design/expand their work-at-home programs for contact centers via custom...
The Contact Center Trends to Watch Out for in 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...
Three Major Predictions for the 2020 Contact Center
In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...
Contact Center 2020: Yesterday and Today
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever...
Innovation: What’s the Right Amount for Your Contact Center?
Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a...
Surviving Post-Holiday Returns
Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries
Order status checks
Incorrect...
Contact Center Challenges and Priorities for 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Power to the People: 5 Ways to Elevate the Agent Experience
According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...
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