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Voice in the Contact Center: The Heart of the Matter

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...
Inside View: Suzette Robinette, Hiway Federal Credit Union

Inside View: Suzette Robinette, Hiway Federal Credit Union

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

7 Steps to Superior CX

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...

The Latest Trends in Quality Assurance

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

Q&A with the Customer Service Summit’s Jasmine Kees

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

What, Exactly, Makes for Great CX?

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...
Contact Center Executive Outlook 2020 Feature

Contact Center Executive Outlook on 2020 and Beyond

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center...
Bridging the Gap Between Expectations and Experience

Customer Centricity: Bridging the Gap Between Expectations and Experience

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...
Inside View: Fannie Mae

Inside View: Fannie Mae

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
CX Versus GX: When Worlds Collide

CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....