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Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
Call Center Agent Appreciation

7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s...

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s...

Inside View: Nate Brown, UL EHS Sustainability

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...
Trends in Healthcare Customer Service, Some May Surprise You

Trends in Healthcare… Some May Surprise You

In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

Inside View: Adriana Thompson, Buildasign.com

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...
Contact Center C-Level to Cube-Level

Lost in the Labyrinth: C-Level to Cube-Level… Making the Link

Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and...
Contact Center Ideas & Innovations Tour 2018

Contact Center Ideas & Innovations Tour 2018

Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Employee turnover is currently high across sectors and is expected to continue to rise throughout 2018. It comes as no surprise then that two...
Contact Center Leadership Lessons

Leadership Lessons from a Last Lecture

In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen...
Fish or Cut Bait... Don't Procrastinate in the Contact Center

“Fish or Cut Bait” Is Idiom Speak for “Don’t Procrastinate!”

“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term...