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Contact Center Risk Taking

Nothing Ventured, Nothing Gained

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

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...

Pushing the Project Pause Button

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...
Leading a Service Culture

Leading a Service Culture

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...
Inside View: Randal Hiester, Health First

Inside View: An Interview with Randal Hiester, Health First

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...
How to Make Your Contact Center Digital Transformation a Success

How to Make Your Contact Center Digital Transformation a Success

I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation....

Are You Ready, Willing and Able for Digital Access?

Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue...
Clear Path to Healthcare Customer Service through the Contact Center

Clear Path to Healthcare Access… Four Pillars of Readiness

Access initiatives are taking place in a very high percentage of emerging healthcare “systems.” I don’t know about your neighborhood but where I roam...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

It’s no secret that, in some companies, the contact center doesn’t always get the respect it deserves. In today’s customer-driven business climate, you’d think...
Lost in the Labyrinth: Contact Center Visionary or Radical?

Lost in the Labyrinth: Visionary or Radical?

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...