Tag: culture

Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting...

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely...

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never...

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...

The idiom “Open the Door” is defined by Merriam-Webster as “to make something easier.” Who isn’t interested in making something easier? Think back on...

I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities...

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a...

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead...

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used...

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...