Contact Center Pipeline Blog

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers...

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based...

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders...

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand...

"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's...

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll...

With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus...

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...