Tag: contact center

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort...

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our...

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had...

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems...

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...

Step up to the firing line! Ready, fire, aim… whoops! Isn’t it “ready, aim, fire”? Well, traditionally speaking, yes. The objective at the firing...

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating...

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high...

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...