Contact Center Pipeline

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Meet our April Wall of Fame Author: Leslie O’Flahavan

Contact Center Pipeline

Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot content. I help companies create useful, readable knowledge content for internal and external customers.

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The Transformational Power of Quality Monitoring

Contact Center Pipeline

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.

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Is It the End of the Cold Call?

Contact Center Pipeline

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re listening to somebody’s sales pitch for a product you don’t need.

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Setting Up Your Reps for Success

Contact Center Pipeline

The retail industry has always been marked by its unpredictable sales peaks and valleys—and that can make managing retail customer service a significant challenge. The COVID-19 pandemic and subsequent repercussions (like supply chain disruptions and staffing shortages) have made it even more difficult to plan for and predict spikes in customer service.

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Four Ways to Turn Delivery Problems Into Good CXs

Contact Center Pipeline

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into customers’ hands promptly.

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Top 5 Posts in February

Contact Center Pipeline

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in our commentary section, Brendan spoke of a big problem in the industry: companies that are making it increasingly difficult to connect with agents. Michele discusses the win that is WFH.

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Continuity Starts with the Carrier

Contact Center Pipeline

When it comes to contact center business continuity and disaster recovery (BC/DR), and cloud migratory challenges, one voice has been notably absent from the conversation: the telecom carrier. IT leaders typically view carriers as merely a means to obtain voice, emergency, and messaging services, rather than the strategic launching point for your contact center.