Tag: strategic planning

Get the ball rolling” is an idiom that means to start the action, to make the opening move.” Its origin gives America credit for...

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting...

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...

As we entered Q4 of a uniquely challenging year, our most-read posts in October reflected that contact center management are well into their annual...

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch...

We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous...

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...