Uncover the Value of Digital Self-Service CX
Contact Center Pipeline
OCTOBER 19, 2022
Today, brands must differentiate the experience they provide their customers or risk losing them to competitors.
Contact Center Pipeline
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WFH for B2B?
Contact Center Pipeline
SEPTEMBER 27, 2022
As with business-to-consumer (B2C) contact centers, business-to-business (B2B) contact centers also had to suddenly have their agents work-from-home (WFH) when the COVID-19 pandemic struck.
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Improve CX by Celebrating Front Liners!
Contact Center Pipeline
OCTOBER 4, 2022
We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s right, the people on the front lines interacting with customers daily significantly impact the overall CX.
Contact Center Pipeline Magazine: Inside Our December 2022 Issue
Contact Center Pipeline
DECEMBER 2, 2022
TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2022. I […].
The State of Customer Experience 2023 Research Report
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
Call Center Training in the New Era
Contact Center Pipeline
DECEMBER 1, 2022
The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and running to your work desk to log in to take calls.
Helping Agents Helping Customers
Contact Center Pipeline
JULY 26, 2022
Publisher’s note: Rob has kindly written and expanded on this article for Contact Center Pipeline he first wrote and published on LinkedIn titled “Where Have all the People Gone?” The COVID-19 pandemia have changed the business landscape in countless ways.
Filling the Knowledge Gap
Contact Center Pipeline
SEPTEMBER 29, 2022
Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin.
Supporting the Agent/Customer Experience
Contact Center Pipeline
JUNE 14, 2022
Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical.
Working on Workforce Issues
Contact Center Pipeline
MARCH 8, 2022
It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well the industry succeeds in the post-COVID-19 pandemic “new normal” era.
Create Engaging Scenario-Based Training on ANY Budget
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.
Avoiding 5 Common L&D Mistakes
Contact Center Pipeline
NOVEMBER 22, 2022
Three years ago, very few of us could have imagined a world where most contact center agents would be working from home. While some centers were dabbling with at-home agents before the COVID-19 pandemic, the unprecedented shift to remote work in early 2020 looks like it could be here to stay.
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!
Contact Center Pipeline
MAY 18, 2022
Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months.
Disruptive Disruptors Disrupting
Contact Center Pipeline
NOVEMBER 17, 2022
I know, I know. Last time you heard from me, in my January 2022 column in this magazine, I told you I was retiring. And I did. For the most part. I’ve found retirement to be quite liberating. There are no more Saddletree Research clients and I have no more contracted projects left to do. […].
Is the Picture Bright for Video?
Contact Center Pipeline
MARCH 1, 2022
Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic to bring video to the fore.
CCO + CMO: A Winning Partnership for Accelerated CX Growth
Advertiser: Vanilla Forums
Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.
Routing Right
Contact Center Pipeline
NOVEMBER 16, 2022
The French writer and editor, Jean-Baptiste Alphonse Karr, created this wonderful phrase “plus ça change, plus c’est la même chose,” which roughly translates to “the more things change, the more they stay the same.” I sometimes feel that way about contact centers.
Boosting Agent Efficiency with Modern Channels & Automation Technology
Contact Center Pipeline
NOVEMBER 15, 2022
An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you pair that with mounting support inquiries, it’s clear that many businesses are facing an efficiency mandate in order to survive.
Conquering the New World of Contract Work
Contact Center Pipeline
SEPTEMBER 21, 2022
The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine and regimen, and many embraced the change.
Writing Home
Contact Center Pipeline
SEPTEMBER 20, 2022
Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were when you worked in an office.
Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement
Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC
Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!
Walking the Walk: TD Bank’s New Financial Wellbeing Program
Contact Center Pipeline
NOVEMBER 10, 2022
One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available, in order to help them make the best decisions.
An Executive Interview with Kustomer.
Contact Center Pipeline
NOVEMBER 9, 2022
If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business.
Back to School…
Contact Center Pipeline
NOVEMBER 8, 2022
Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for success. Back to School is a good time to reflect on your own knowledge of Contact Center management. Are there things you need to know, know better, or revisit?
Avid Readers Make Better Leaders
Contact Center Pipeline
NOVEMBER 11, 2021
I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company.
Leveraging Data Analytics to Optimize the Customer Experience
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
Contact Center Pipeline
NOVEMBER 9, 2021
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models.
Rise of the Chatbots
Contact Center Pipeline
OCTOBER 18, 2022
A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She later went on to tell me about this story she had using chat solutions. When a member logged in to the company’s portal with their assigned credentials they saw details about […].
Steering around the Staffing Rapids
Contact Center Pipeline
NOVEMBER 3, 2022
Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and management practices will complicate matters further.
The Role of Contact Center Agents in Product Innovation
Contact Center Pipeline
JULY 21, 2021
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change.
Customer Preferences: How Community Can Deliver a Simplified Experience
Advertiser: Vanilla Forums
Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!
Ensuring Agent Performance and Engagement
Contact Center Pipeline
JANUARY 26, 2022
“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He […].
How to Manage Multiple Evolving Channels
Contact Center Pipeline
OCTOBER 13, 2022
In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites to mobile phone apps, to social media and eCommerce platforms, to the Internet of Things, and to virtual assistants such as Siri and Alexa.
Three Ways to Future-Proof Your CX
Contact Center Pipeline
AUGUST 6, 2021
Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom of the mid-1990s and early 2000s.
Vendor Roundtable: Multiple Channels, Challenges, and Opportunities
Contact Center Pipeline
NOVEMBER 1, 2022
There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts.
Authentic eLearning Localization: Challenges and Best Practices
Speaker: Chris Paxton McMillin, President of D3 Training Solutions
People prefer to learn in their native language, so localizing eLearning helps genuinely engage learners and gives them that much-needed sense of inclusion. In this exclusive webinar with Chris Paxton, learn how to ensure that authentic translation and localization work for your organization!
5 Ways to Manage Risk
Contact Center Pipeline
OCTOBER 6, 2022
2022 has been a pivotal turning point in the age of sales, risk, and technology.
Should Agents Work from Home?
Contact Center Pipeline
OCTOBER 5, 2022
One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH).
Carry That Load …
Contact Center Pipeline
OCTOBER 27, 2022
The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As well, heavy equipment operators must keep an eye out for “shock load” that throws off the balance of the load and puts the machine at risk of tipping over.
Understanding the Four Stages of Customer Engagement
Contact Center Pipeline
SEPTEMBER 1, 2021
Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open to new experiences and lifelong learning and engagement.
A Strategic Guide to Community Gamification
Advertiser: Vanilla Forums
Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.
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