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Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
What to Do When Your IVR Goes Out of Support

What to Do When Your IVR Goes Out of Support

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in...
Why It’s Time for Your Contact Center to Embrace Omnichannel

Why It’s Time for Your Contact Center to Embrace Omnichannel

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a...
Enhance Contact Center Engagement and Performance with Meaningful Recognition

Enhance Contact Center Engagement and Performance with Meaningful Recognition

In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource...
Ready to Promote Your Star Contact Center Agent to Supervisor

Ready to Promote Your Star Agent to Supervisor? Not so Fast

Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news....
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...
Turn Your Order Desk into an Inside Sales Team

Turn Your Order Desk into an Inside Sales Team

Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors....
Unlock Your Employee Engagement Potential

Unlock Your Employee Engagement Potential

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
Contact Center Pipeline Magazine - Inside Our September 2018 Issue

Contact Center Pipeline Magazine: Inside Our September 2018 Issue

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and...
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...
Four Best Practices for Onboarding New Contact Center Employees

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...
How to Improve Contact Center Scheduling Practices

What to Consider Before Buying WFM Software

If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: Use a...