Tag: contact center

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition,...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and...

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on...

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...

If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...