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The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not...

On-Trend: At-home Agents

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as...
2020 Sponsor Wall of Fame

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter,...

Boost ROI by Enhancing Contact Center Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...
Verint - From Knowledge Management to Knowledge Automation

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...
Five Tips for Transitioning to Remote Contact Centers

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

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

Results-Focused Leadership: The Catalyst for CX Transformation

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

5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

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...

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

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...

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

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...

Five Essential Skills of Top Customer Service Reps

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...

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

"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...
Call Center Preparation for COVID-19 Coronavirus

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

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...

The Impact of Altruism on a Servant Leadership Culture

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

Inside View: Purchasing Power

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...
10 Ways to Help Employees Cope with COVID-19 Coronavirus

Leading in Uncertain Times: 10 Ways to Help Employees Cope with the Pandemic

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a...

The Emotion Connection: Tapping into the Science of Human Emotion to Deliver More Valuable...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Kathleen Peterson: Our April 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer...