Tag: quality assurance

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

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

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts...

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be...

There is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on...

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we've published quite a few as well. One...

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...

Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....

Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by...