Sat.Aug 28, 2021 - Fri.Sep 03, 2021

5 Universal Customer Frustrations

Brad Cleveland

Apple, the trillion-dollar tech giant, is also a giant in customer service.

A Leadership Guide for Contact Center Supervisors


By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors.


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How Outsourcing Calls Can Help with Staff Shortages


With so many businesses in the US experiencing staff shortages, outsourcing calls is a helpful solution. A professional, experienced contact center can handle your company’s calls while alleviating the burden of labor gaps and understaffed departments.

What’s behind the 2021 M&A boom for conversation analytics (and how to navigate it successfully)


CallMiner, CTO, Jeff Gallino, unpacks the recent M&A activity around conversation analytics, answering “why now?” and providing input for how to navigate this complex landscape

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Understanding the Four Stages of Customer Engagement

Contact Center Pipeline

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.

More Trending

The Agent Agenda

Transparent BPO

Where have all the customer care agents gone? By Marilyn Soares, VP of Client Services, Transparent BPO Welcome to the new economy.

23 experts share their favorite call center ideas


We share input from business leaders and call center experts on the most impactful call center innovations that can transform your call center KPIs, processes, and improve results

Top 5 Posts in August

Contact Center Pipeline

Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring.

How Behavioral Science Will Dramatically Increase Your Response Rates

Beyond Philosophy

No one ever sends out an email that they hope no one will read. Well, not on purpose, anyway. No one would go through the trouble of writing, editing, circulating, and then editing an email some more only to have readers skip it and click on another, more compelling email in the inbox.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Why Voicemail Is No Longer Preferred 


While voicemail was once a groundbreaking means of communication and contact, it is no longer the preferred method for most customers today.

Multiple Workstyles May Signal the Need for New Compensation Plans at Many US Contact Centers

Taylor Reach Group

by JD Fairweather. After several months of remote working – a workstyle many contact center leaders would have deemed impossible to implement a year and a half ago – employers are finding it difficult to lure staff back into the office.

Contact Center Pipeline Magazine: Inside Our September 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash.

Amazon Sets the Standard for Every Business

Shep Hyken

I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience.

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Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

5 Ways a Virtual Assistant Can Streamline Your Workflow


Outsourcing virtual assistants to handle many daily company tasks can streamline workflow considerably. In recent years, virtual assistants have become popular assets for many businesses due to how efficient and cost-effective they are.

How to Take Your WFM to the Next Level

Call Design

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.”

Top 4 Best Practices for Call Routing


Some companies have long contact pages, with hundred phone numbers linking to every department or important person. Imagine scrolling through that list, getting the wrong number, and having to try another one. How frustrating! A call routing system is the industry standard solution to this.

Amazing Business Radio: Dan Gingiss

Shep Hyken

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

A Little Flexibility Can Take the Stress Out of Interpreting Remotely for Minors

Certified Languages International

Source: Austin Pacheco from Unsplash. Telephone and video interpreters encounter different scenarios every day; no two interactions are ever the same. This demands a high degree of flexibility and quick thinking from a remote interpreter in order to successfully adapt to every situation presented.

How to Secure an Interview with Guru (Just Through Your Application)


No matter what state the job market is in, finding a new role can end up being a job in itself. For most, it’s a numbers game: spending all your spare time applying so you get as many applications out as possible in order to get the most return. But what if it doesn’t have to be that way?

Q4 Customer Success: Renewals and Retention Process


For most B2B companies, Q4 means the time of contract renewals. It can be a busy selling season! It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads.

2021 Infrastructure Bill: Contact Centers and the Broadband Revolution


This time, among some of the more traditional development projects, the bill directs a staggering $65 billion towards improving the internet infrastructure nationwide.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

10 Tips to Improve Social Media Customer Service

CSM Magazine

In a hyper-connected world, social media can be a key component of your customer experience strategy. Here are ten things you can do to help provide great customer service on social media. Align Your Brand Values.

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Top 5 Call Center Reporting Methods to Follow


Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization.

Usage-Based Pricing vs. Subscription: Which Model is Right for Your Business


When running a company, the way you charge people can make or break your business. If people feel like they are being ripped off then they will simply go elsewhere. Just a 5% increase in customer retention produces more than a 25% increase in profit.

3 Reasons Your Call Center is Missing Benchmarks


If sales and profits are up, business is good, right? Usually, yes. But customer success leaders know that performance isn’t always based solely on profit. Call center managers must be aware of industry trends, customer needs, and the latest call center technology.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

How to Excel at Customer Onboarding

Satrix Solutions

Throughout the customer lifecycle, there are many defining moments. However, few would argue that one of the more critical moments of truth is during that all-important implementation phase.

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The DNA of an Intelligent Virtual Agent


Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible.

A beginner’s guide to benchmarking customer effort with Tethr


Your customers want your company to be easy to do business with. They want to have their current issues resolved on their first contact with your service department, and the issues they don’t have yet anticipated and met. They want your services to work smoothly and without issue.