Tag: customer experience

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

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

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

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...

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

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

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...