Tag: contact center
Top 5 Posts in February
This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...
Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind
Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...
Close to You
In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...
Seven Ideas to Deliver a Great Customer Experience During a Recession
Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting...
Contact Center Pipeline Magazine: Inside Our February 2021 Issue
Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...
The New World for Contact Centers May Be Where We Were Already Headed
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...
Unexpected Lessons from the 2020 Contact Center
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would...
Legal and Regulatory Developments in 2020—and What to Expect in 2021
Think about this. 2020 has (thankfully) come to an end, but the rapid and largely unrestrained spread of COVID-19 has upended our normal way...
Why Empathy in Leadership Matters
A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs...
Goodbye 2020… Lessons Learned
I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has...
Contact Center Pipeline Magazine: Inside Our January 2021 Issue
Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting...
I’ve Looked at Clouds from Both Sides Now
In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...
Happy Employees Don’t Just Happen: Here’s How to Create Them
Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely...
Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers
We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...
Happy Holidays!
Wishing all of our readers a safe and happy holiday season, and warm wishes for the New Year!
How to Make Work Work Again
It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re...
The Importance of Soft Skills Training Beyond the Pandemic
Even as local economies begin phases of reopening, COVID-19 is keeping most of us in our homes for the foreseeable future, and as a...
Employee Engagement: 5 Lessons from a Pandemic
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...
Reducing Customer Service Friction
It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...
Change Your Work-at-Home Model to Fit Your Agents’ Needs
The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise...
