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?

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, February 2020 Issue. Upgrade Your Customer Surveys.

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...
Contact Center Pipeline Top 5 Blog Posts

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....
2020 Sponsor Wall of Fame

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...
Contact Center Pipeline Magazine, January 2020

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...