Healthcare Contact Centers: Readiness ROI and What’s Next

WFH… work from home. Everyone knows this acronym by now. Just about everywhere you look, people are “working from home.” Yet, this is not...

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...

Differentiate Your Brand Through Proactive Customer Service

Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience. An all-too-frequent scenario...
Ian Stokol, CCXP Inside View

Inside View: Ian Stokol, CCXP

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and...

The Long and Winding Road

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something...

Caring for Customers During a Pandemic

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care...

Why the Call Center Was Already Collapsing—Even Before COVID-19

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...
Contact Center Pipeline Wall of Fame

Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and...

Three Things Seasoned Work-From-Home Leaders Always Get Right

I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities...

Redefining the Work Experience

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees...
Preventing Agent Burnout in the Contact Center

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a...

Hold On, I’m Comin’: What to Do with Callers on Hold

The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for...