When you get down to it, the “big things” affecting agent job satisfaction rarely differ from one organization to the next. Wherever an agent...

My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors....

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who...

Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included...

Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality,...

An interesting finding from Dimension Data’s “2016 Global Contact Centre Benchmarking Report” is that, for the first time, customer experience has surpassed cost reduction...

It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...

Poorly designed IVR applications have been frustrating callers for years—and in too many cases, alienating customers rather than providing a quick and easy way...

Summer in the Northern Hemisphere is just about here, and that means warm weather, vacations and the opportunity to enjoy the great outdoors. For...

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...

With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the...

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...

Most early online communities were set up strictly for customers to help other customers, and companies generally took a hands-off approach to discussions that...

There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership....

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate...

The Legal Solutions business of Thomson Reuters has been enjoying considerable success with its Small Law Firm Legal Professional Online Community since its launch...

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us...

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...

Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of...

If your organization is like many forward-thinking, customer-centric businesses today, you already know that social networks can bolster the visibility of your company. You...

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...

It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around...

Devil’s advocate, according to the American Heritage Dictionary of Idioms, it means: “One who argues against a cause or position either for the sake...

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at...

While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch...

Everybody loves Susie. Customers rave about her, her adherence rate is off the charts, her quality percentage is among the highest in the organization…...

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...