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Seamless Self-Service Starts in the Contact Center

Seamless Self-Service Starts in the 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...
Contact Center Pipeline March 2019 Issue Cover

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

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...

Enhancing Customer Service Interactions With DiSC

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

5 Ways to Screen Job Candidates for Positive Attitude

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

Highlights from the 2019 Challenges and Priorities Survey

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

Ready, Fire, Aim… The Problem-Solving Firing Line

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...

Improving Contact Center Operations: Happiness All Around to a “T”

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”...

Innovative Training for the Contact Center

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

Voice-First Experiences Offer Help in the Moment

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...

Inside View: Michael Rotter, Aerotek

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...

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...