Contact Center Pipeline Blog

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course,...

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and...

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in...

Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation...

I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be...

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year. However, while it might have...

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the...

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video...

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead...

Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played...

It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On...

We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back...

Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson? Over the...

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little...

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought...

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation...

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal...

In appreciation... A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and...