Pipeline Articles

A wealth of how-to information found in the articles that have appeared in Contact Center Pipeline. Whether it’s your favorite author, column or specific subject, you’ll find it here in our easy to search database.
            
1063 Items Found
 

Pipeline Articles  Feature  December 2017  Strategic management

Social Customer Service… Then and Now

By Susan Hash

How far has social customer care come since 2009? Industry experts weigh in.

Pipeline Articles  Agility Factor  December 2017  People management

Regifting for 2018

By Jay Minnucci

Fixes that will bring sunshine and warmth to contact center leaders this holiday season.

Pipeline Articles  Artificial Intelligence  December 2017  Strategic management

Can AI Replace the Call Center’s Human Agents?

By Jim Iyoob

Why you may want to adopt a best-of-both-worlds approach.

Pipeline Articles  Idiom Insights  December 2017  Strategic management

Joy to the World… 10 Wishes for 2018!

By Kathleen Peterson

Create an environment in which customer experience is paramount and those facilitating it can shine.

Pipeline Articles  Inside View  December 2017  People management

C3|CustomerContactChannels

By Susan Hash

Bridging the generation gap with care, compassion and sensitivity awareness training.

Pipeline Articles  Leading Thoughts  December 2017  Strategic management

Meet Heightened Holiday Expectations with an Omnichannel Experience

By Michael Ringman

What’s at the top of consumers’ wish lists this holiday season? A seamless service experience.

Pipeline Articles  Performance Matters  December 2017  People management

Anticipating and Evaluating Contact Center Trends

By Brian Burke

How to balance what’s new and trending with what makes sense for your stakeholders.

Pipeline Articles  Sponsor Spotlight  December 2017  Technology

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

By Sennheiser

Accommodating skilled agents with hearing impairment allows centers to draw from a comprehensive talent pool.

Pipeline Articles  Superior Service  December 2017  People management

4 Characteristics of Best-in-Class Contact Centers

By Erica Marois

Best practices shared from ICMI’s 2017 Global Contact Center Award winners.

Pipeline Articles  Tech Line  December 2017  Technology

A Deeper Look at Authentication and Fraud Prevention

By Lori Bocklund

Use a multi-layered approach that cuts across people, process and technology.

Pipeline Articles  The View from the Saddle  December 2017  People management

2018: The Times They Are A-Changin’

By Paul Stockford

A focus on employee engagement is impacting every facet of the contact center industry.

Pipeline Articles  Feature  November 2017  People management

Growing Leaders

By Susan Hash

Automation brings opportunities for developing the human workforce. Ideas for closing the gap between employees’ learning needs and current L&D methods.

Pipeline Articles  Agility Factor  November 2017  Operations management

Consultative WFM

By Jay Minnucci

Strengthen the partnership between the floor and WFM to meet objectives and maintain an engaged workforce.

Pipeline Articles  Association Spotlight  November 2017  People management

PACE: Changing with the Times

By PACE

A lot has changed over the past 30 years, and the Professional Association for Customer Engagement (PACE) has evolved to meet the needs of today’s contact center professionals.

Pipeline Articles  Healthcare Corner  November 2017  Operations management

Five Obstacles to Digital Access in Today’s Healthcare Contact Centers

By Kathleen M. Peterson

The future of healthcare access is digital, but the biggest obstacles are poor processes. A baseline for assessing your digital readiness.

Pipeline Articles  Industry Outlook  November 2017  Technology

Smartphones Rock the Contact Center

By Dick Bucci

Innovative mobile tools that facilitate customer and employee engagement.

Pipeline Articles  Inside View  November 2017  Training and development

TeleTech Learning and Performance

By Susan Hash

A look at award-winning and innovative training and development programs that are built, tested and lived in-house.

Pipeline Articles  Leading Thoughts  November 2017  Strategic management

The Value of Executive Management in Customer Service

By John Teeling

Be accountable to your customers, teams and organization by modeling excellent customer service behaviors.

Pipeline Articles  Service Automation  November 2017  Technology

The ABCs of Robotic Process Automation

By Jenni Palocsik

Interest in automation tools is growing. An introduction to Robotic process automation (RPA) and how it can work for your contact center.

Pipeline Articles  Sponsor Spotlight  November 2017  Technology

Are You Thankful for Your Customer Feedback Tool?

By Roger Lee

Not all customer feedback tools are created equal. Key considerations to determine whether yours will move the needle on customer experience.

Pipeline Articles  Sponsor Spotlight  November 2017  Technology

UC Device Management Creates Greater ROI

By Brian Brorsbøl

Unified communications has brought new capabilities to the contact center, increasing the flexibility, mobility and functionality of its workers.

Pipeline Articles  Tech Line  November 2017  Technology

Cloud Ushers in “New Rules” for Technology Selection

By Lori Bocklund

Prepare your team to get the most out of a streamlined procurement process.

Pipeline Articles  The View from the Saddle  November 2017  People management

Contact Center Industry Gets in Step with Veterans and Military Families

By Paul Stockford

A look at two important industry programs that offer employment opportunities and support for both veterans and active-duty military.

Pipeline Articles  Feature  October 2017  Strategic management

The Value of Communities

By Susan Hash

Collaborate to innovate. Employee and customer communities provide more than ROI.

Pipeline Articles  Agility Factor  October 2017  People management

What the Frontline Supervisor Survey Says

By Jay Minnucci

Answers to your frequently asked questions about how the supervisor’s role is structured in other contact centers.

Pipeline Articles  Artificial Intelligence  October 2017  Technology

AI: Streamlining Contact Center Technology

By Jim Iyoob

Blend smart technology with the human touch to improve customer experience.

Pipeline Articles  Idiom Insights  October 2017  People management

Mastering the “Fine Art” of Conversation in a Digital World

By Kathleen Peterson

Adjust training programs to include the value of conversation, and not just with customers.

Pipeline Articles  Leading Thoughts  October 2017  Technology

Leveraging UC and Collaboration

By Todd Carothers

Strengthen your team—and your business—by equipping agents with digital tools to empower and engage.

Pipeline Articles  Learning & Development  October 2017  People management

Designing High-Impact Training Modules

By Brian Burke

Use a systematic approach to create a learning experience that prepares new-hires for success.

Pipeline Articles  Sponsor Spotlight  October 2017  Technology

PCI Compliance: An Overview of PCI Standards

By Roger Lee

The amount of personal data entering the organization through the contact center is increasing, and you need to provide a way to keep it secure.

Pipeline Articles  Sponsor Spotlight  October 2017  Technology

Engaged Employees = Happy Customers

By Roger Woolley

Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.

Pipeline Articles  Tech Line  October 2017  Technology

Optimize Technology Value

By Brian Hinton

Doing more with technology is not just about more licenses or infrastructure. Success depends on how you use technology—new or old.

Pipeline Articles  The View from the Saddle  October 2017  Technology

I Can See Clearly Now—Clearing the Contact Center Clouds

By Paul Stockford

The true cloud contact center is the future, and the cloud native platform is the road to the future.

Pipeline Articles  Workforce Ergonomics  October 2017  People management

Hand-held Technology… Bane or Boon?

By Timothy Pottorff

Use hand-held devices appropriately to achieve proper balance.

Pipeline Articles  Feature  September 2017  People management

Making the Millennial Connection

By Susan Hash

Millennials’ expectations have changed the rules of engagement. How to create commitment for your contact center’s mission and goals.

Pipeline Articles  Agility Factor  September 2017  Operations management

The SBR Balancing Act

By Jay Minnucci

Understanding the various forms of skills-based routing (SBR) is critical to deploying it in your contact center.

Pipeline Articles  Healthcare Corner  September 2017  Operations management

Survey Says… Human Factors to Consider

By Kathleen Peterson

A recent survey of healthcare contact center professionals sheds light on people management challenges.

Pipeline Articles  Inside View  September 2017  People management

Valvoline

By Susan Hash

A collaborative, people-focused environment drives continuous improvement at this award-winning customer support center.

Pipeline Articles  Leading Thoughts  September 2017  Operations management

Creating a Contingency Plan

By Charles Driest

Steps to identify the people, data and resources to bring to bear in an emergency.

Pipeline Articles  Performance Matters  September 2017  People management

The Changing Landscape of Employee Engagement

By Mark Brody

Millennial and Gen Z workplace expectations are transforming organizational cultures and practices.

Pipeline Articles  Superior Service  September 2017  People management

Ethical Upselling

By Mike Aoki

Building trust and fulfilling needs creates a win-win for customers and businesses. How to encourage the right behaviors in your agents.

Pipeline Articles  Tech Line  September 2017  Technology

What Keeps You Up at Night?

By Lori Bocklund

The contact center plays a critical role in compromising or protecting the company and customers. Tackle fraud prevention, compliance and security to rest easy.

Pipeline Articles  The View from the Saddle  September 2017  Technology

Return of the Kachina! The 2017 Saddletree Research Kachina Awards

The Kachina symbolizes achievement and innovation among solutions providers. A look at the 2017 awards program.

Pipeline Articles  Feature  August 2017  Strategic management

5 Hot #Trends Impacting Contact Centers

By Susan Hash

From AI to millennials, these topics should be on every leader’s radar.

Pipeline Articles  Agility Factor  August 2017 

Technology Worth Following

By Jay Minnucci

To get the most from the best technology, you have to be ready for it when the time is right. A look at three applications that belong on your watch list.

Pipeline Articles  Customer Experience  August 2017  Strategic management

Is Your CX Program Ready for the Digital Age?

By Tim Whiting

Digital is fast becoming the primary way business gets done. What does it mean for voice of the customer (VoC) initiatives?

Pipeline Articles  Idiom Insights  August 2017  Strategic management

Complacency: Danger in the Comfort Zone

By Kathleen Peterson

The self-satisfied often reside in their very own “comfort zone.” Fight complacency by challenging yourself and those around you.

Pipeline Articles  Industry Outlook  August 2017  Technology

Automation Generation

By Dick Bucci

Automation in the contact center and back office will continue to proliferate. View it as a communications and process option, not a total solution.

Pipeline Articles  Inside View  August 2017  People management

Kristine Hartkopf, Freeman

By Susan Hash

An award-winning manager turns lessons into leadership practices.

Pipeline Articles  Leading Thoughts  August 2017  Operations management

Is Standing to Work a Game Changer for Contact Centers?

By Timothy Pottorff

Sit-to-stand workstations are becoming the norm in office environments. Are they a viable option for your center?

Pipeline Articles  Performance Matters  August 2017  Operations management

Preparing Contact Center Operations to Respond Quickly

By Brian Burke

Embrace flexibility and respond quickly to deliver results when business and client needs change.

Pipeline Articles  Superior Service  August 2017  Strategic management

5 Ways to Take Control of Your Customer Experience

By Mike Leyva

Strategies to include for a holistic approach to CX management.

Pipeline Articles  Tech Line  August 2017  Technology

Building a Resilient Contact Center

By Lori Bocklund

Don’t take the resiliency of your technology for granted. Intentionally seek, implement and manage solutions to achieve your goals.

Pipeline Articles  The View from the Saddle  August 2017  Technology

Hello, Hal! Artificial Intelligence in the Contact Center

By Paul Stockford

The industry has been captivated by AI, but it’s important to maintain a realistic perspective.

Pipeline Articles  Feature  July 2017  People management

Creating Career Paths for Agents

By Susan Hash

Upskill your agents to fill talent gaps within and outside of the contact center.

Pipeline Articles  Agility Factor  July 2017  Operations management

To a More Cost-Efficient 2018

By Jay Minnucci

Three improvements that are quick to implement and offer potentially significant cost savings.

Pipeline Articles  Data Security  July 2017  Technology

Three Security Myths About Moving to the Cloud

By Austin Messer

Recent research dispels common misconceptions about keeping sensitive data safe.

Pipeline Articles  Healthcare Corner  July 2017  Strategic management

Survey Says Healthcare Contact Centers = Adventureland

By Kathleen M. Peterson

Findings from a recent poll of healthcare contact center leaders reveal top challenges.

Pipeline Articles  Inside View  July 2017  People management

DAT Solutions

By Susan Hash

Award-winning center’s secret sauce: Professional development, caring culture and “Customers for Life” core value.

Pipeline Articles  Leadership Q&A  July 2017  People management

Q&A with Bob Furniss

By Susan Hash and Bob Furniss

ICMI’s Lifetime Achievement Award recipient discusses a career fueled by passion to help others succeed.

Pipeline Articles  Special Report  July 2017  Technology

Workforce Optimization Survey: Time for the Next Level

By Lori Bocklund

Findings from the 2017 WFO Survey reveal that contact centers often fall short in using technology effectively and driving value.

Coming
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Pipeline Articles  Tech Line  July 2017  Technology

Measuring Contact Center Effectiveness

By Brian Hinton

Metrics processes and tools—and the associated reporting and analytics—must evolve to account for the center’s exigency to be efficient and effective.

Pipeline Articles  The View from the Saddle  July 2017  People management

At the Intersection of the Contact Center and the Autism Spectrum

By Paul Stockford

Many autistic millennial workers have the potential to excel in digital communication roles.

Pipeline Articles  Feature  June 2017  Technology

Blending AI with Human Support

By Susan Hash

Practical applications of AI in the contact center.

Pipeline Articles  Agility Factor  June 2017  Strategic management

Differentiator Series, Part 5: Selling and Promoting the Contact Center

By Jay Minnucci

Two steps to help key decision-makers understand the value that the contact center delivers to business success.

Pipeline Articles  Collections Strategy  June 2017  Strategic management

Safeguarding Brand Reputation and Cash Flow in Debt Collection

By Gary Dorman

Each interaction presents an opportunity or risk that can impact revenue recovery and customer relationships.

Pipeline Articles  Idiom Insights  June 2017  People management

Time Flies When You’re Having Fun

By Kathleen M. Peterson and Deborah Gefteas

Ideas to liven up the contact center environment and encourage learning.

Pipeline Articles  Industry Outlook  June 2017  Operations management

5 Ways to Attract Tech-Savvy Contact Center Workers

By Tadd Wisinski

The war for talent is prompting contact centers to rethink workplace and location strategies.

Pipeline Articles  Leading Thoughts  June 2017  Operations management

Preparing for a Growth Event

By Charles Driest

Keep your eye on the POST to help your teams manage change—and thrive.

Pipeline Articles  Learning & Development  June 2017  People management

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

By Benjamin Gertz

Don’t let a technical glitch interrupt the learning process.

Pipeline Articles  Performance Matters  June 2017  People management

Rewarding, Coaching and Goal-Setting

By Brian Burke

Do’s and don’ts for implementing and maintaining a holistic and programmatic approach.

Pipeline Articles  Tech Line  June 2017  Technology

What’s Your Path and Device for Voice Communications?

By Lori Bocklund

Big decisions loom beyond the “cloud vs. premise” debate. Other critical, interlinked decisions focus squarely on voice calls.

Pipeline Articles  The View from the Saddle  June 2017  Strategic management

Homeward Bound

By Paul Stockford

The at-home agent workforce movement is gaining momentum.

Pipeline Articles  Feature  May 2017  People management

Agent Retention

By Susan Hash

Contact center are still grappling with the age-old challenge of retaining entry-level staff. A look at recent findings and tips for closing the revolving door.

Pipeline Articles  Agent Disengagement  May 2017  Operations management

Examining the Myths and Costs of Agent Disengagement, Part 3

By John Goodman

Strategies for getting CFO investment in boosting agent engagement.

Pipeline Articles  Agility Factor  May 2017  Strategic management

Differentiator Series Part 4: Nailing Priorities

By Jay Minnucci

To get the most out of your initiatives, the right sequence matters. How to hone your prioritization skills.

Pipeline Articles  Data Security  May 2017  Technology

The Personalized Service and Data Security Dilemma

By Marije Gould

How do you continue to offer your customers the personalized services they have come to expect, while also helping to ensure their privacy and data security?

Pipeline Articles  Healthcare Corner  May 2017  Operations management

Centralized Scheduling: Turning Challenges into Triumphs

By Kathleen Peterson

Seven essential tracks for building a successful centralized operation.

Pipeline Articles  Industry Outlook  May 2017  Strategic management

2016 Was a Busy Year for WFO Restructurings

By Dick Bucci

Where do we go from here? Contact centers are evolving beyond simply providing customer care.

Pipeline Articles  Inside View  May 2017  Strategic management

TCL North America

By Susan Hash

Agent empowerment is the secret to a great customer service turnaround story.

Pipeline Articles  Management ROI  May 2017  Technology

Need to Improve Your CX? Chatbots Should Be on Your Radar

By Marilyn Saulnier

Chatbots can increase contact center efficiency and free agents to focus on complex interactions.

Pipeline Articles  Strategic Staffing  May 2017  People management

Employee Engagement Starts Way Before You Even Make a Hire

By Kim Shepherd and Tom Brennan

Lay the foundation for a comprehensive engagement program that is integrated across the employee lifecycle.

Pipeline Articles  Tech Line  May 2017  Technology

Strategy First in Technology Selection

By Brian Hinton

Anchor your decision-making process in defined strategy, requirements and selection criteria.

Pipeline Articles  The View from the Saddle  May 2017  Strategic management

Communing with Communities

By Paul Stockford

Communities are becoming a key aspect of work life and customer communications.

Pipeline Articles  Feature  April 2017  Operations management

Disaster Planning: The Human Factor

By Susan Hash

Support your contact center’s most important asset before, during and after a disaster.

Pipeline Articles  Agility Factor  April 2017  Operations management

Differentiator Series, Part 3: Optimizing the Exceptions

By Jay Minnucci

In the drive to maximize efficiency, don’t neglect the needs of your “non-standard” callers.

Pipeline Articles  Association Spotlight  April 2017  Strategic management

The Largest Call Center Association in the NorthEast!

By NECCF

The NorthEast Contact Center Forum (NECCF) has grown tremendously in the past 16 years. Get to know this incredible regional organization!

Pipeline Articles  Idiom Insights  April 2017  Strategic management

Talk Is Cheap… Or Is It?

By Kathleen Peterson

“Talk” is not simply the cost of human resources; it is an investment that yields a high-performance operation.

Pipeline Articles  Inside View  April 2017  Operations management

Matt Medina, Dun & Bradstreet Emerging Businesses

By Susan Hash

Building a service center with a focus on the human element.

Pipeline Articles  Learning & Development  April 2017  Training and development

5 Best Practices for Designing a Successful Training Program

By Benjamin Gertz

Techniques to develop your agents’ skills with minimum cost and maximum effectiveness.

Pipeline Articles  Performance Matters  April 2017  People management

Developing Long-Term Employees

By Brian Burke

How to engage, retain and grow your contact center’s greatest assets.

Pipeline Articles  Superior Service  April 2017  Strategic management

How Would Customers Rate Your Company’s Customer Service?

By Dana Brownlee

Recent poll results reveal top customer service frustrations.

Pipeline Articles  Tech Line  April 2017  Technology

Simplifying Remote Access

By Brian Hinton and Matt Morey

The need for remote access to core contact center infrastructure continues to grow. Technology options today enable great flexibility for leaders and agents alike.

Pipeline Articles  The View from the Saddle  April 2017  Technology

Cool Hand Stew

By Paul Stockford

A Q&A with Stewart Bloom, the cool-headed leader at Aspect’s helm.

Pipeline Articles  Feature  March 2017  People management

Elements of a High-Performing Culture

By Susan Hash

New insights on how to create an environment that inspires great work.

Pipeline Articles  Agent Disengagement  March 2017  People management

Examining the Myths and Costs of Agent Disengagement, Part 2

By John Goodman

What really causes agent disengagement? How can centers keep agents engaged for better ROI?

Pipeline Articles  Agility Factor  March 2017  People management

Differentiator Series, Part 2: Valuing the Agent

By Jay Minnucci

The best organizations send a clear message that agents are a valued asset.

Pipeline Articles  Healthcare Corner  March 2017  Operations management

The Value of Healthcare Contact Centers: What Executives Need to Know

By Kathleen Peterson

A primer designed to offer executives tactical understanding of the healthcare contact center.

Pipeline Articles  Inside View  March 2017  Strategic management

MONI Smart Security

By Susan Hash

Transforming the customer experience through measurement, action and employee engagement.

Pipeline Articles  Learning & Development  March 2017  Training and development

Training Vs. Coaching: Which Is Better?

By Benjamin Gertz

Training and coaching are two different approaches, but people often use the words—and the tactics—interchangeably. 4 tips to choosing the right strategy for your agents.

Pipeline Articles  Performance Matters  March 2017  People management

Create a Sales Incentive Program in 3 Easy Steps

By Mike Aoki

Ideas to motivate the right behaviors to help your agents hit customer-focused sales goals.

Pipeline Articles  Special Report  March 2017  Strategic management

The 5 Pillars of Customer Centricity

By Janet LeBlanc

Highlights from the 2016 North American Study on Customer Centricity.

Pipeline Articles  Tech Line  March 2017  Technology

The Customer Journey in the Land of the Smartphone

By Lori Bocklund

The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service. Join us on a compelling adventure that every contact center should plan for right now.

Pipeline Articles  The View from the Saddle  March 2017  People management

Let the Games Begin!

By Paul Stockford

Gamification is a solution whose time has come in the contact center.

Pipeline Articles    February 2017  Technology

InGenius

By Kari Simpson

InGenius is a computer telephony integration innovator with over 20 years of experience in enterprise telephony.

Pipeline Articles  Feature  February 2017  Strategic management

Agents Unscripted

By Susan Hash

More contact centers are empowering agents to go off script to deliver personalized, authentic experiences.

Pipeline Articles  Agility Factor  February 2017  Strategic management

Differentiator Series Part 1: Balancing the Contact Center Brain

By Jay Minnucci

What is it that sets some centers apart from the others? Part 1 of this series examines the impact of right-brain/left-brain decision making.

Pipeline Articles  Association Spotlight  February 2017  Strategic management

Professional Association for Customer Engagement

By PACE

PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel approach to engaging their customers.

Pipeline Articles  Customer Experience  February 2017  Technology

Digital Feedback Management: The Next Chapter for Customer Experience

By Brian Koma

Customer experience solutions are no longer tactical nice-to-haves, but rather critical strategic tools.

Pipeline Articles  Economic Development Spotlight  February 2017  Strategic management

How Will Changes in Minimum Wage Laws Affect Your Contact Center Location Decisions?

By James R. Beatty

A look at the implications and potential budget impacts from minimum wage increases that will take place in 2017 and beyond.

Pipeline Articles  Idiom Insights  February 2017  Strategic management

The Cold Shoulder of Customer Care

By Kathleen Peterson

If staff are indifferent, hostile or snub consumers, how much worse can a robot be?

Pipeline Articles  Industry Outlook  February 2017  Technology

Dissecting the Customer Experience Management Market

By Dick Bucci

How should we define CXM solutions? Dick Bucci examines the market, the players and solutions categories.

Pipeline Articles  Inside View  February 2017  People management

Eileen Campbell, Horizon Utilities

By Susan Hash

Leading by example with passion, dedication and lifelong learning.

Pipeline Articles  Leading Thoughts  February 2017  Strategic management

Are Your Customer Relationships on the Rocks?

By Greg Dakters

Advice for fixing a dysfunctional relationship—before your customer leaves you for someone else.

Pipeline Articles  Performance Matters  February 2017  People management

Drama: A Top Killer of Agent Satisfaction and Retention

By Eric Berg

Drama is a great when you’re in the theater, but in a contact center, it can be devastating. 5 proven methods to overcome drama in your center.

Pipeline Articles  Solutions Spotlight  February 2017  Operations management

FrontLine Group

By Ryan O’Hara and Susan Hash

A Q&A with FrontLine Group—a BPO that brings to its clients customer care processes, standards and strategies that have been refined over the past 96 years.

Pipeline Articles  Special Report  February 2017  Strategic management

Customer Engagement: The Next Level Issue

By Cynthia Grimm

Recent study findings reveal the impact of customer engagement on business success.

Pipeline Articles  Tech Line  February 2017  Technology

Technology’s Role in the Omnichannel Pursuit

By Brian Hinton

Omnichannel has replaced multichannel as the buzzword used by vendors, analysts and contact centers. The end-state goal has also changed. A look at critical success factors to pursue the elusive omnichannel goal.

Pipeline Articles  The View from the Saddle  February 2017  Strategic management

Power to the People

By Paul Stockford

In 2017, workforce issues will need to be considered equally with customer service issues.

Pipeline Articles  Feature  January 2017  Strategic management

The Year Ahead: 17 on ’17

By Susan Hash

It’s the start of a brand-new year. What’s happening in the near future for contact centers? What should we keep an eye on in the next 12 months? We asked 17 industry experts to share their thoughts.

Pipeline Articles  Agent Disengagement  January 2017  People management

Examining the Myths and Costs of Agent Disengagement, Part 1

By John Goodman

Many companies operate under a false set of assumptions about agent retention and the impact on service quality. A look at the most common misconceptions held by different sets of executives.

Pipeline Articles  Agility Factor  January 2017  Strategic management

Looking Ahead to 2020

By Jay Minnucci

With the end of the decade now in sight, we thought it would be a good time to look ahead and identify three key people, process and technology trends that may impact your contact center by 2020.

Pipeline Articles  Healthcare Corner  January 2017  Strategic management

The Changing Landscape of Healthcare: The Contact Center as Strategic Asset

By Kathleen Peterson

In this premier article of a new series, Kathleen Peterson reviews the changing healthcare environment and the requirements that business leaders must address. She introduces an approach for translating strategy to tactics.

Pipeline Articles  Special Report  January 2017  Strategic management

Contact Center Challenges & Priorities for 2017

By Lori Bocklund

Recent survey findings reveal the latest challenges and priorities facing contact centers in 2017. A follow-up to the widely read 2016 report with year-to-year comparisons.

Pipeline Articles  Superior Service  January 2017  Strategic management

4 Ways to Maintain a Good Customer Experience During Collections

By Gary Dorman

Providing quality customer service shouldn’t stop when a customer falls behind on payments.

Pipeline Articles  Tech Line  January 2017  Technology

Working Together to Optimize Technology

By Lori Bocklund

Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. A look at impactful changes that can help you get more for your time and money.

Pipeline Articles  The View from the Saddle  January 2017  Technology

A Predilection for Predictive Predictions

By Paul Stockford

Of all the technology solutions that will affect the contact center in 2017, the one that will have the greatest impact is predictive analytics.

Pipeline Articles  Feature  December 2016  Strategic management

On the Road to Customer-Centricity

By Susan Hash

More organizations are making the move from talk to action. Where do most lie on the customer experience maturity curve? A look at the road behind, the journey ahead and actionable insights.

Pipeline Articles  Agility Factor  December 2016  Operations management

Regifting for 2017

By Jay Minnucci

The end-of-year tradition for clearing out useless processes and practices continues.

Pipeline Articles  Customer Analytics  December 2016  Strategic management

The Key to Understanding the Customer Journey

By Arnab Mishra

To drive strategic change, leaders must focus on the higher level customer journey, which is the sum total of your relationship with the customer. A look at the different levels of data that paint the full picture of the customer experience.

Pipeline Articles  Execs in the Know  December 2016  Technology

Artificial Intelligence: Friend or Foe?

By Alyssa Pitura

How AI is altering the customer experience as we know it.

Pipeline Articles  Inside View  December 2016  People management

Nicole Berry, Sedgwick Claims Management Services

By Susan Hash

Interview with an award-winning supervisor whose leadership approach is built upon daily communication, honesty and humility.

Pipeline Articles  Leading Thoughts  December 2016  Strategic management

IoT Has Arrived, But Has Your Customer Service Offering?

By Michael Ringman

The Internet of Things (IoT) has begun to permeate our daily lives. But what happens when IoT products and services don’t live up to expectations?

Pipeline Articles  Management ROI  December 2016  Operations management

Elevate Customer Satisfaction Through Improved FCR

By Chris Bauserman

One of the biggest indicators of a struggling contact center is repeat callers. 6 practical steps to improve first-call resolution.

Pipeline Articles  Tech Line  December 2016  Technology

Moving Beyond Phone Calls: WFM in an Omnichannel World

By Lori Bocklund and Brian Hinton

The state of the omnichannel center: An expert panel offers insights on the prevailing technology and its usage.

Pipeline Articles  The View from the Saddle  December 2016  Strategic management

Rocket Man

By Paul Stockford

Calabrio’s Tom Goodmanson is focused on the right course and in control of his ship.

Pipeline Articles  Feature  November 2016  Strategic management

Supporting Digital Natives

By Susan Hash

Is your contact center prepared to engage with this influential customer segment?

Pipeline Articles  Agility Factor  November 2016  People management

A Culture of Trust

By Jay Minnucci

Do your agents feel that there is evidence of distrust in your center? Counteract the perception with education and messaging.

Pipeline Articles  Idiom Insights  November 2016  Strategic management

Food for Thought… Promote Your Contact Center’s Visibility

By Kathleen Peterson

Your contact center’s enterprise identity is linked to how others see you—or DON’T see you.

Pipeline Articles  Industry Outlook  November 2016  Technology

The Current and Future State of the WFM Systems Market

By Dick Bucci

Study findings reveal a shift to center-driven WFM product evolution.

Pipeline Articles  Inside View  November 2016  Technology

Tufts Medical Center

By Susan Hash

Call recording capability improves training process and overall performance.

Pipeline Articles  Leading Thoughts  November 2016  People management

How to Engage and Empower the New Contact Center Workforce

By Rajeev Venkat

Principles and tools to maximize the strengths of your team.

Pipeline Articles  Service Quality  November 2016  Strategic management

Tigo’s (Bolivia) Service Quality Initiative

By John Goodman and Ari DeSousa and Carlos Zuniga

Implementing customer satisfaction initiatives in foreign service environments: Do other markets behave the same?

Pipeline Articles  Speech Analytics  November 2016  Technology

Congratulations! You Just Bought Speech Analytics! Now What?

By David Patchen

Seven post-deployment tips to deliver actionable—and ongoing—business intelligence.

Pipeline Articles  Tech Line  November 2016  Technology

Use Technology to Optimize Staff

By Lori Bocklund

Tools that can help with all stages of agent performance optimization.

Pipeline Articles  The View from the Saddle  November 2016  People management

Your Best Bet? Hire a Vet!

By Paul Stockford

Hiring a veteran is good business—whether you work in the contact center or as a supplier to the industry.

Pipeline Articles  Service Culture  October 2016  Strategic management

The Front Lines of Culture: Leading from the Contact Center

By Barbara Porter

Can you shape a culture if you’re not the CEO?

Pipeline Articles  Feature  October 2016  Technology

The Digital Workplace

By Susan Hash

Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative.

Pipeline Articles  Agility Factor  October 2016  Strategic management

The Moment of Truth

By Jay Minnucci

Why do customers leave? Understand the realities about the Moment of Truth.

Pipeline Articles  Inside View  October 2016  Strategic management

Garden City Group

By Susan Hash

Developing an employee-centric culture through training, collaboration and respect.

Pipeline Articles  Performance Matters  October 2016  Training and development

The Secret to Training Seasonal Agents

By Mike Aoki

Customers don’t care if they’re speaking with a permanent agent or a seasonal one. 10 tips to ensure a consistent customer experience.

Pipeline Articles  Strategic Staffing  October 2016  Operations management

Winter Weather: Planning for Safety and Success

By Kevin Walsh

Is your center prepared for a severe weather event? Key considerations to lessen the impact on staff and service.

Pipeline Articles  Tech Line  October 2016  Technology

Reduce Early Turnover with the Latest Tools

By Lori Bocklund

You can improve recruiting, hiring, onboarding and training! Technology tools can launch centers on the fast-track to better, more productive agents.

Pipeline Articles  The View from the Saddle  October 2016  Technology

I, Chatbot

By Paul Stockford

Chatbots are impacting the customer service profession for the betterment of the worker and the customer.

Pipeline Articles  Feature  September 2016  Operations management

Agent Performance Metrics

By Susan Hash

How effective are your performance metrics? Do they align with the organization’s strategic business goals? Highlights from our 2016 Agent Performance Report.

Pipeline Articles  Agility Factor  September 2016  People management

First Step: Showing Up

By Jay Minnucci

Frontline agents are the ones with the greatest impact on customer satisfaction. They’re the lifeblood of the center, so they certainly provide a great return on investment. Unless, of course, they don’t show up.

Pipeline Articles  Idiom Insights  September 2016  Operations management

Face the Music… Call Yourself!

By Kathleen Peterson

Hold music shouldn’t be an irritant for callers. The consequence of poor music selection is damage to the customer experience and the brand.

Pipeline Articles  Inside View  September 2016  People management

CARiD

By Susan Hash

Online automotive parts and accessories retailer delivers a concierge-like experience one customer at a time.

Pipeline Articles  Leading Thoughts  September 2016  Operations management

It’s Not Quality Management

By William Durr

Speech analytics and customer surveying applications have transformed the QM process into brand management.

Pipeline Articles  Performance Matters  September 2016  People management

How to Deliver Engaging Customer Experiences, Part 4: Driving Employee Engagement

By Bill Stavros

When your employees are happy, the organization prospers. How to apply Maslow’s Hierarchy of Needs in the workplace.

Pipeline Articles  Service Quality  September 2016  Strategic management

Strategies to Improve Quality of Service

By Dennis Redden

3 key strategies that deliver maximum impact on service quality.

Pipeline Articles  Superior Service  September 2016  Strategic management

Hello From the Other Side

By Marilyn Saulnier

Companies can’t hide their bad behavior in today’s era of empowered customers. 5 steps to delivering a customer experience you can be proud of.

Pipeline Articles  Tech Line  September 2016  Technology

It’s Time to Optimize Those Ugly Agent Desktops!

By Brian Hinton and Matt Morey

Given its (potentially very big) payback, agent desktop optimization should move to the top of your “to-do” list. A look at the functionality that can deliver the most positive outcomes.

Pipeline Articles  The View from the Saddle  September 2016  Technology

Saddletree Research Kachina Awards

By Paul Stockford

Introducing the Saddletree Research Kachina Awards for Innovation in the North American Contact Center Industry—it’s not just another “Participant” trophy.

Pipeline Articles  Feature  August 2016  People management

Agent Appreciation

By Susan Hash

Recognize your agents on a regular basis. 15 ideas for showing frontline staff how much you value their contribution.

Pipeline Articles  Agility Factor  August 2016  Strategic management

Getting Closer to the Customer

By Jay Minnucci

Customer satisfaction surveys offer valuable data, but delivering great service requires more than just one tool.

Pipeline Articles  Customer Analytics  August 2016  Strategic management

Data Nirvana: Analytics in the Contact Center and Beyond

By Daniel Ziv and Paul Stockford

Companies that effectively use customer data to guide their strategic direction are the most successful in improving the customer experience. How to maximize your investment in analytics technology to achieve “data nirvana.”

Pipeline Articles  Customer Experience  August 2016  Operations management

Incremental Changes Toward an Improved Customer Experience

By Richard Kenny

Where can you start making changes that will improve customer experience? A look at three areas that are low-risk, cost-effective and easy to implement.

Pipeline Articles  Inside View  August 2016  People management

Crisis Response Network

By Susan Hash

Contact center’s award-winning culture supports the frontline heroes who make a difference in callers’ lives every single day.

Pipeline Articles  Management ROI  August 2016  People management

Reducing Stress in the Contact Center

By Dick Bucci

Some stress is inherent in call center work, but there are measures management can take to make the job more pleasant. 5 actions to cut stress and retain agents.

Pipeline Articles  Performance Matters  August 2016  People management

Quality Assurance, Part 2

By Matthew Rocco

How to build a vision and plan to reach customer-centric objectives. Part 2 in the Quality Assurance series.

Pipeline Articles  Speech Analytics  August 2016  Technology

Tips on Selecting and Deploying Speech Analytics

By Scott Bakken

How to find the speech analytics tool that will maximize the business value of your voice data results.

Pipeline Articles  Strategic Staffing  August 2016  People management

Seasonal Hiring

By Eric Berg

It may be summertime on the calendar, but many contact centers are already in full preparation mode for the holidays. How to get ready for pre-season in 5 steps.

Pipeline Articles  Tech Line  August 2016  Technology

Cloud Success in 3 “Easy” Pieces

By Lori Bocklund

Key elements for establishing and optimizing the relationship with your vendor and the technology.

Pipeline Articles  The View from the Saddle  August 2016  Strategic management

Gender Balance in the Contact Center Industry: The Times They Are A-Changin’

By Paul Stockford

Verint’s Nancy Treaster shares her insights on succeeding in today’s workforce.

Pipeline Articles    July 2016  People management

Create a Culture That Shows You Care

By Robert Judson

HomeServe USA’s Senior VP of Contact Center Operations shares his insights on living the company’s core values.

Pipeline Articles  Feature  July 2016  Strategic management

How to Build a Great Culture

By Susan Hash

A great culture is the driving force behind employee engagement, high performance and, ultimately, customer loyalty. Seven culture lessons from contact center industry veterans.

Pipeline Articles  Agility Factor  July 2016  Operations management

The Work Environment 2016

By Jay Minnucci

When speaking with agents about job satisfaction, you often hear about the “little things” that make a work environment comfortable and inviting. Findings from our recent survey on the contact center work environment

Pipeline Articles  Execs in the Know  July 2016  Strategic management

A Roadmap to Customer Service Loyalty

By Susan McDaniel

10 fundamentals for creating customer confidence and driving loyalty.

Pipeline Articles  Idiom Insights  July 2016  People management

The Road to Hell Is Paved with Good Intentions

By Kathleen Peterson

Good intentions often lead to unintended consequences. Giving a proper apology and taking responsibility is the best defense when resolving problems.

Pipeline Articles  Inside View  July 2016  Strategic management

MOO

By Susan Hash

Multiple award-winning contact center delivers high standards for online customer care.

Pipeline Articles  Learning & Development  July 2016  Training and development

5 Elements of a Successful Virtual Training Model

By Benjamin Gertz

E-learning offers great benefits for call centers. Here’s how to get started with your first program.

Pipeline Articles  Performance Matters  July 2016  Operations management

Quality Assurance, Part 1

By Matthew Rocco

The best way to understand how your customers are feeling about their interactions with your employees is to perform research. A look at methods for researching the customer experience.

Pipeline Articles  Tech Line  July 2016  Technology

The Quickly Maturing Cloud Market

By Lori Bocklund

An overview of the cloud market and vendor landscape with key considerations to be an educated buyer. (The first in a two-part series.)

Pipeline Articles  The View from the Saddle  July 2016  Strategic management

The African Contact Center Market: Embracing the Cloud of Hope

By Paul Stockford

A conversation with contact center strategic consultant Rod Jones.

Pipeline Articles  Feature  June 2016  Technology

Upgrade the Self-Service Experience

By Susan Hash

Customers increasingly turn first to self-service to answer questions or solve problems. Trends, innovations and tactics for giving customers what they value most: Time.

Pipeline Articles  Agility Factor  June 2016  People management

5 Ways to Improve Engagement

By Jay Minnucci

Universities, consultants, authors and experts all have a lot to say about employee engagement. The most useful insights, though, come from the source.

Pipeline Articles  Employee Engagement  June 2016  People management

Creating the New Agent Experience

By Amas Tenumah

Why do prisoners have more freedom than contact center employees? Unshackle customer-facing employees from outdated and unproductive rules that diminish them.

Pipeline Articles  Inside View  June 2016  Strategic management

Ciena Corporation

By Susan Hash

An innovative “inside-out/outside-in” initiative aligns internal measures with customers' perceptions of performance.

Pipeline Articles  Leading Thoughts  June 2016  Strategic management

How to Tackle Attrition in the Contact Center

By Todd Marthaler

Investing in your team members goes a long way toward building long-term loyalty. Four key deliverables that you owe your agents and the business in 2016.

Pipeline Articles  Learning & Development  June 2016  People management

9 Keys to Picking the Best Training Solution

By Carol Leaman

Employee knowledge solutions can improve the effectiveness of your training.

Pipeline Articles  Management ROI  June 2016  Strategic management

Staying Ahead of the Minimum Wage Curve

By Tadd Wisinski and Sam Weatherby

State-by-state changes to minimum wage standards could play a major role in contact center location decisions.

Pipeline Articles  Performance Matters  June 2016  Strategic management

How to Deliver Engaging Customer Experiences, Part 3: Process Improvement

By Bill Stavros

Lessons from Donald Trump, Pedro Martinez, Harry Houdini and others.

Pipeline Articles  Speech Analytics  June 2016  Technology

The Agent Attrition Mission

By Scott Bakken and Chris Lawson

A look at how speech analytics can help you to retain agents and boost profits.

Pipeline Articles  Tech Line  June 2016  Technology

How to Get a Lot (of Technology) for a Little (Center)

By Lori Bocklund

Today’s technology solutions offer capabilities and innovations for the small contact center.

Pipeline Articles  The View from the Saddle  June 2016  Technology

Remembering Art Rosenberg: That “No Quit” Attitude

By Paul Stockford

In the contact center industry, Art Rosenberg was the real deal—a visionary who embodied cowboy ethics.

Pipeline Articles  Feature  May 2016  Strategic management

Customer Communities

By Susan Hash

Cultivating your own branded community can help to build stronger social relationships that will deliver value for your customers and the business.

Pipeline Articles  Agility Factor  May 2016  Strategic management

When Dysfunction Strikes

By Jay Minnucci

Dysfunction doesn’t strike more (or less) in contact centers. It is, though, a far more debilitating condition for customer-facing operations. Key choices and actions to respond more effectively.

Pipeline Articles  Execs in the Know  May 2016  Strategic management

Customer-Driven Priorities

By Susan McDaniel

Customer experience leaders share 20 top priorities for 2016.

Pipeline Articles  Idiom Insights  May 2016  Operations management

Advocatus Diaboli and the Metric Mirage

By Kathleen M. Peterson

Do your metrics misrepresent the reality of your contact center’s performance?

Pipeline Articles  Inside View  May 2016  Strategic management

Vivint Smart Home

By Susan Hash

Supporting innovation and change with a data-driven, people-focused culture.

Pipeline Articles  Management ROI  May 2016  Technology

Workforce Optimization in the Cloud: Types, Advantages, Adoption

By Kristyn Emenecker

Is cloud-based WFO right for your operation? How to find the solution that best meets your needs.

Pipeline Articles  Special Report  May 2016  People management

Decrease Attrition Through Training Done Right

By Carla Barker & Stephen Butler

A planned, balanced training approach leads to more consistent service delivery and higher job satisfaction.

Pipeline Articles  Strategic Staffing  May 2016  People management

It’s Official: Millennials Have Taken Over… Are You Ready?

By Eric Berg

How to successfully create a millennial-friendly workplace.

Pipeline Articles  Tech Line  May 2016  Technology

It’s (Time for) a New Day in Authentication and Routing

By Lori Bocklund

The entry point to the contact center is a make-or-break moment for the customer experience. Leverage new tools and techniques to change those first steps from frustration to fascination.

Pipeline Articles  The View from the Saddle  May 2016  Technology

Contact Center Omnichannel: Wouldn’t It Be Nice?

By Paul Stockford

Blending disparate communications channels into a harmonious experience for customers and contact centers.

Pipeline Articles    April 2016  White Papers

One Contact Resolution

By Mike Desmarais

One Contact Resolution (OCR) is the metric that matters most for improving customer experience in the new multichannel world.

Pipeline Articles    April 2016  White Papers

How Workforce Intelligence Creates a Better Customer Experience

By inContact

Leverage the vast potential of contact center data by adopting a Workforce Intelligence system.

Pipeline Articles    April 2016  White Papers

To Repair, Refurbish or Recycle Your Headsets… That Is the Question!

By Cindy Mulligan

Wondering what to do with that pile of old, broken headsets? How to determine which ones to repair, refurbish or recycle.

Pipeline Articles  Feature  April 2016  People management

Employee Advocacy

By Susan Hash

An empowered and impassioned workforce can help to enhance your company’s reputation and engagement with customers.

Pipeline Articles  Agility Factor  April 2016  Operations management

Conversing or Transacting?

By Jay Minnucci

Few contact centers should fit in one category for every single interaction, but it is an important, strategic decision for your center, and is driven by your performance objectives and your approach to call monitoring.

Pipeline Articles  Customer Analytics  April 2016  Technology

Accelerant for Growth: Analyzing the Complete Voice of the Customer

By Matt Matsui

By optimizing omnichannel data and using it to create shareable insights, the contact center can drive the conversation about customer wants and needs.

Pipeline Articles  Industry Outlook  April 2016  Technology

Dodd Frank, the CFPB and You

By Dick Bucci

The Consumer Financial Protection Bureau is charged with enforcing a variety of consumer protection laws. Violations can be costly. A comprehensive technology framework will make the job of compliance easier.

Pipeline Articles  Inside View  April 2016  People management

Carbonite

By Susan Hash

An employee-centric culture transforms contact center into a world-class customer care operation.

Pipeline Articles  Leading Thoughts  April 2016  Operations management

A Better Way to Measure Success in Your Contact Center

By Bob Furniss

Metrics are a staple of the contact center industry—but what are the right metrics? Three areas of measurements to consider.

Pipeline Articles  Superior Service  April 2016  Strategic management

Social Customer Service: The Next Frontier

By Jim Iyoob

Tap into the value that social customer service offers. Start with a solid plan that addresses the potential pitfalls.

Pipeline Articles  Tech Line  April 2016  Technology

Some Nice Niche Technologies

By Lori Bocklund & Ken Barton

Strategic Contact’s Lori Bocklund and Ken Barton put the spotlight on a few intriguing niche technologies, and share considerations and steps to get the most out of them.

Pipeline Articles  The View from the Saddle  April 2016  Technology

Confessions of an Analog Man in a Digital World

By Paul Stockford

Digital marketing may be the buzz term du jour, but when it comes to technology purchase decisions, ROI and the relationship with the vendor are key.

Pipeline Articles  Feature  March 2016  People management

Contact Center Skills and Compensation Trends

By Susan Hash

Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on its workforce. A look at the evolving environment’s impact on roles, skill sets and compensation.

Pipeline Articles  Agility Factor  March 2016  Strategic management

The Profession of Contact Center Management

By Jay Minnucci

Raising the image of our profession will serve to lift the opportunities for everyone who has found their way to our industry.

Pipeline Articles  Idiom Insights  March 2016  Strategic management

Moment of Truth

By Kathleen M. Peterson

Moment of Truth situations typically arise because alternative channels have failed to resolve the matter for the customer. Are your agents prepared to handle these “experience opportunities”?

Pipeline Articles  Inside View  March 2016  People management

Cassidy Klundt, Sitel

By Susan Hash

A passion for helping people grow inspires director’s personal career journey.

Pipeline Articles  Leading Thoughts  March 2016  Strategic management

Are You Managing Change or Is Change Managing You?

By Eric Taillefer

As leaders, we need to be the ones recognizing the need for change and promoting it in our workplace. Key steps and actions to drive change in your organization.

Pipeline Articles  Management ROI  March 2016  Technology

Why WFO Makes Sense for SMB Contact Centers

By Patrick Russell

Customer experience and efficiency gains are key reasons most SMBs go the WFO route.

Pipeline Articles  Performance Matters  March 2016  People management

How to Deliver Engaging Customer Experiences, Part 2: Transform New-Hire Onboarding

By Bill Stavros

Low-cost techniques to use during onboarding to quickly, socially and culturally integrate new-hires into your contact center.

Pipeline Articles  Tech Line  March 2016  Technology

Contact Center Technology in a Changing Market

By Brian Hinton

In the latest attempt to describe the communications ecosystem, the buzz is all about “convergence” of UC and CC. A look at the latest trends and what they mean.

Pipeline Articles  The View from the Saddle  March 2016  Technology

The Game Is Afoot!

By Paul Stockford

Contact center gamification in the post-Sherlockian era.

Pipeline Articles  Feature  February 2016  Strategic management

Texting with Customers

By Susan Hash

You don’t need an app for that! Savvy businesses are adding live-agent SMS conversations to their customer service channel mix.

Pipeline Articles  Agility Factor  February 2016  Technology

The Phone System App

By Jay Minnucci

Many businesses have already made the leap to a hosted or cloud-based phone system. If you can’t put your finger on why this new world is worth considering, here are four things you need to know.

Pipeline Articles  Customer Experience  February 2016  Strategic management

A Branded Customer Experience®: Transforming Promises into Action

By Janet LeBlanc

By shifting the focus from a branded marketing message to a Branded Customer Experience®, organizations can deliver on their brand promise with greater consistency while increasing customer experience awareness.

Pipeline Articles  Data Security  February 2016  Technology

Maintaining PCI DSS Compliance in the Contact Center

By Rajeev Venkat

Making sure that the data stored on payment cards is secure is a significant challenge for businesses. Contact centers can leverage WFO software to assist in safeguarding customer information.

Pipeline Articles  Home Working  February 2016  People management

5 Tips to Effectively Manage Your At-Home Workforce

By Eric Berg

Whether you’re just starting, hitting your stride or running into snags, getting these five foundations right will save you both money and headaches.

Pipeline Articles  Industry Outlook  February 2016  People management

Quality Management—Then, Now and in the Future

By Dick Bucci

There are many factors that limit the value of current QM practices. Significant advances in technology make the process more effective.

Pipeline Articles  Leading Thoughts  February 2016  People management

Servant Leadership

By Matthew Rocco

The leaders who excel are those who serve. How to put servant leadership principles into action.

Pipeline Articles  Speech Analytics  February 2016  Technology

Skinny Dipping: Diving into Analytics with Only the Bare Necessities

By Scott Bakken

How to solve specific problems around targeted business issues with minimal supporting data.

Pipeline Articles  Tech Line  February 2016  Technology

Managed Services: Easy to Want, Hard to Buy

By Lori Bocklund

The MS market is complex, diverse and arguably still in its infancy for contact centers. A look at the complexities of buying managed services and how to ensure ongoing success.

Pipeline Articles  The View from the Saddle  February 2016  Strategic management

Cinema Insomnia—What’s Keeping You Up at Night?

By Paul Stockford

Findings from the year-end NACC survey reveal top contact center priorities for 2016.

Pipeline Articles  Feature  January 2016  Strategic management

Digital Customer Care

By Susan Hash

Consumers increasingly seek the ease and convenience of digital and social media channels to find basic information. A look back at a few companies that have successfully leveraged digital touchpoints to proactively respond to their customers’ information needs.

Pipeline Articles  Agility Factor  January 2016  People management

Accountability in the Center

By Jay Minnucci

As a concept, accountability has enormous appeal, and the potential is significant. Getting it right requires attention to detail. A few tips to get you on the right path.

Pipeline Articles  Customer Analytics  January 2016  Technology

The Road to Analytics for Customer Engagement

By Brian Humenansky

Finding patterns in customer data can provide actionable insights to ensure that every customer interaction drives business growth.

Pipeline Articles  Idiom Insights  January 2016  Strategic management

Dawn of a New Day

By Kathleen M. Peterson

The start of the new year is the opportune time to strategize and plan for a new beginning. Engage your frontline staff in the process by focusing on a few key areas.

Pipeline Articles  Inside View  January 2016  Operations management

LEGO Consumer Services

By Susan Hash

LEGO® Consumer Services’ Operations Support Team plays a critical role in keeping sales and service processes flowing smoothly.

Pipeline Articles  Performance Matters  January 2016  People management

How to Deliver Engaging Customer Experiences, Part 1: Hiring Top Performers

By Bill Stavros

Does your hiring process identify potential top performers? A step-by-step process to improve your hiring techniques.

Pipeline Articles  Special Report  January 2016  Strategic management

Contact Center Challenges and Priorities

By Lori Bocklund

Which priorities will be at the top of contact centers’ to-do lists for the coming year? Recent survey findings reveal the biggest challenges that centers are dealing with today and their top priorities for 2016.

Pipeline Articles  Superior Service  January 2016  People management

How to Handle Post-Holiday Returns and Cancellations

By Mike Aoki

Fifteen ideas to help your agents retain customers during the challenging post-holiday period.

Pipeline Articles  Tech Line  January 2016  Technology

From Best-of-Breed to Standalone to Suite

By Brian Hinton

A look at what’s happening in the contact center technology marketplace and what it means for your sourcing approach.

Pipeline Articles  The View from the Saddle  January 2016  Technology

Trading Places: Another Aspect of Innovation

By Paul Stockford

Paul Stockford revisits the movie “Trading Places,” and contemplates what it would be like to trade jobs with Aspect’s Tobias Goebel.

Pipeline Articles  Feature  December 2015  People management

Agent Development

By Susan Hash

Offering ongoing learning and development opportunities for your frontline staff is vital to the health of your contact center. Strategies to retain and grow your top performers.

Pipeline Articles  Agility Factor  December 2015  Strategic management

Regifting for 2016

By Jay Minnucci

We’ve reached the end of another year, which means it’s time for Jay Minnucci’s annual look at clearing away the junk practices accumulating in the contact center.

Pipeline Articles  Industry Outlook  December 2015  Technology

Better by the Bundle

By Dick Bucci

The bundling phenomenon now extends to virtually all major products and services. Innovative vendors are offering tightly focused solutions bundles to target specific contact center pain points.

Pipeline Articles  Inside View  December 2015  People management

Manuel Felix, Listen Up Español

By Susan Hash

A motivated frontline agent shares the secret to his award-winning performance.

Pipeline Articles  Leading Thoughts  December 2015  Strategic management

Drive Deeper Customer Engagement with Customer Communities

By Rob Howard

Social communities help brands to connect with, listen to and understand their audiences.

Pipeline Articles  Performance Matters  December 2015  Operations management

Quality Process Principles for Optimal Performance

By Michael Maffei

Six Sigma, TQM… which quality methodology is right for your center? A review of the key principles of popular quality programs.

Pipeline Articles  Tech Line  December 2015  Technology

The 3 Ms of Implementation: Project, Change and Vendor Management

By Lori Bocklund

Three management factors play a key role in technology implementation success. With good practices around the 3 Ms, you can move faster and more efficiently.

Pipeline Articles  The View from the Saddle  December 2015  Technology

A Kodak Moment in the Contact Center

By Paul Stockford

Kodak Alaris’ AI Foundry delivers artificial intelligence-based solutions for the contact center.

Pipeline Articles  Feature  November 2015  Strategic management

Personalize the Caller’s Experience

By Susan Hash

One size doesn’t fit all when it comes to live-agent transactions. Treat customers as individuals, not account numbers.

Pipeline Articles  Agility Factor  November 2015  Strategic management

Welcome to Our Contact Center!

By Jay Minnucci

Your center only has a few precious seconds to make a positive first impression. Ideas for creating a great start to your calls.

Pipeline Articles  Employee Engagement  November 2015  People management

Employee Engagement, Part 3: Promoting Positive Change

By Eric Berg

In this third and final installment of the series, Eric Berg discusses key steps to promote positive change and communication measures that will boost employee buy-in on the path to success.

Pipeline Articles  Idiom Insights  November 2015  People management

Don’t Push My Buttons

By Kathleen M. Peterson

De-escalation is strategic communication skill that many contact center professionals possess. It is the art of maintaining a focus on the outcome.

Pipeline Articles  Speech Analytics  November 2015  Technology

What’s Next in Speech-to-Text

By Scott Bakken

An innovative technology has revolutionized speech-to-text transcription and customer data analysis. Scott Bakken explains what it is and why it’s a game-changer for speech analytics solutions.

Pipeline Articles  Tech Line  November 2015  Technology

Technology Selection at Today’s Speed

By Brian Hinton & Ken Barton

Many companies have limited time and resources to spend performing due diligence through a formal, deep-dive selection process. Steps for finding the right solution fast.

Pipeline Articles  The View from the Saddle  November 2015  People management

The Value of Veterans: Going Dutch in the Contact Center

By Paul Stockford

Employers are finally discovering the unique strengths that military veterans bring to the contact center.

Pipeline Articles  Feature  October 2015  People management

Quality Monitoring

By Susan Hash

Is your QM program evolving to meet the needs of a fast-changing contact center environment? Industry experts offer best practices and advice for a customer-centric approach.

Pipeline Articles  Agility Factor  October 2015  People management

Coaching: The Radical Next Steps

By Jay Minnucci

Treating every agent the same diminishes coaching value. Improve frontline performance with a new approach to allocating your coaching time.

Pipeline Articles  Employee Engagement  October 2015  People management

Don’t Settle for Engaged Employees—Empower Them

By Janet LeBlanc

Give your staff greater purpose, motivation and support to deliver the best possible customer experience.

Pipeline Articles  Inside View  October 2015  People management

HomeServe USA

By Susan Hash

A culture of engagement and customer-centric core values drives world-class service delivery.

Pipeline Articles  Leading Thoughts  October 2015  People management

Agent Development and QA: Working in Tandem

By Elias Diamantopoulos

Align your agent recruiting, development and QA processes to drive customer service excellence.

Pipeline Articles  Performance Matters  October 2015  People management

Principles of an Effective Reward and Recognition Program

By Malcolm Angell

Best practices for maximizing the benefits for both employees and the business.

Pipeline Articles  Superior Service  October 2015  Strategic management

Social Media Customer Care

By Jim Iyoob

Social media customer care is no longer an option in the business world. How to launch a successful program in your contact center.

Pipeline Articles  Tech Line  October 2015  Technology

State of the Industry: Tools in the WFO Suite

By Lori Bocklund

How does workforce optimization technology align with buyers’ and users’ expectations? An overview of today’s WFO suites and happenings in the market.

Pipeline Articles  The View from the Saddle  October 2015  Technology

The Endless Summer

By Paul Stockford

Innovative ideas, provocative products and nonstop industry activity dominated summer 2015.

Pipeline Articles  Feature  September 2015  People management

Training Agents for Social Customer Care

By Susan Hash

Guidelines for putting together a social customer service training program for your contact center.

Pipeline Articles  Agility Factor  September 2015  Technology

Speech Rec… or Speech Wreck?

By Jay Minnucci

“Press or say” vs. natural language—which is right for your contact center?

Pipeline Articles  Execs in the Know  September 2015  Strategic management

Leading with Heart

By Susan McDaniel

How culture and vision engergize the SolarCity experience.

Pipeline Articles  Idiom Insights  September 2015  Strategic management

The Hurrier I Go, the Behinder I Get

By Kathleen M. Peterson

If quality is the outcome we’re after, hurry has no place in the plan.

Pipeline Articles  Inside View  September 2015  People management

UPMC Health Plan

By Susan Hash

A multiple award-winning health insurance contact center strives to provide a concierge-level customer experience on every call.

Pipeline Articles  Leading Thoughts  September 2015  Technology

Digital Disruption Transforming Customer and Employee Interaction

By Dave Capuano

Every organization needs to take a hard look at being more mobile, social, connected and automated across the enterprise.

Pipeline Articles  Management ROI  September 2015  Technology

Redefining Knowledge Management

By Bob Furniss

Knowledge management is not hard, but it is complex. To get started, take it one bite at a time.

Pipeline Articles  Outsourcing Toolkit  September 2015  Strategic management

Outsourcing Toolkit Is Outsourcing Right for You?

By Eric Berg

Selecting a contact center outsourcing firm is not like buying a commodity. A simple guide to help you pick the right partner to meet your customers’ needs and exceed your expectations.

Pipeline Articles  Tech Line  September 2015  Technology

Assisted Service Is Alive and Well…

By Lori Bocklund and Brian Hinton

When customers need the human touch, technology enablers can help to ensure successful interactions.

Pipeline Articles  The View from the Saddle  September 2015  Strategic management

Roy, Gene, Dan and Me

By Paul Stockford

The B-Western movie heroes’ Cowboy Code emphasized principles that still have value in today’s organizations.

Pipeline Articles  Feature  August 2015  People management

Hiring High-Performing Agents

By Susan Hash

Does your current hiring approach predict which candidates will thrive in a contact center role and which will fail? Tips, tools and techniques for smarter hiring.

Pipeline Articles  Agility Factor  August 2015  Operations management

4 Ways to Expand the Value of Quality Monitoring

By Jay Minnucci

With just a bit more forethought and effort, you can get significantly more value from your call recordings. The payback is better decisions, more effective tools, and ultimately happier customers.

Pipeline Articles  Author Q&A  August 2015  People management

First, Engage Yourself

By Zane Safrit

Employee engagement in the U.S. has remained stagnant for more than a decade, according to Gallup research. A new approach is needed, says author, consultant and radio host Zane Safrit in this Q&A about his new ebook series on the topic.

Pipeline Articles  Employee Engagement  August 2015  People management

Employee Engagement, Part 2: What Do the Survey Results Mean?

By Eric Berg

In the second of a three-part series, Eric Berg discusses how to take a deeper dive into the critical categories of your employee engagement survey results, and offers tips on improving overall engagement.

Pipeline Articles  Home Working  August 2015  Technology

Connect and Engage Your Remote Staff

By Michele Rowan

Tools and tips to help your remote workers collaborate and connect with their onsite counterparts and each other.

Pipeline Articles  Inside View  August 2015  Technology

Thomson Reuters

By Susan Hash

One center’s journey to unlock the power of analytics paves the way for improved performance.

Pipeline Articles  Leading Thoughts  August 2015  Operations management

Is Outsourcing Right for You?

By Eric Berg

Selecting a contact center outsourcing firm is not like buying a commodity. A simple guide to help you pick the right partner to meet your customers’ needs and exceed your expectations.

Coming
Soon

Pipeline Articles  Speech Analytics  August 2015  Technology

A Promise You Can Collect On

By Scott Bakken

Collection agencies are turning to speech analytics to identify compliance violations, lessen risk and resolve disputes.

Pipeline Articles  Tech Line  August 2015  Technology

Achieving Self-Service Potential

By Brian Hinton

Customers really just want to help themselves… so why are you still talking to them? A look at self-service, the channels available and the impacts each one carries.

Pipeline Articles  The View from the Saddle  August 2015  Strategic management

Dress for Success (No Speedos, Please)

By Paul Stockford

Appearance is important in business. The way you dress demonstrates your respect for the business events that you attend, the hosts and the industry.

Pipeline Articles  Feature  July 2015  Strategic management

Using Customer Insights to Drive Engagement

By Susan Hash

Key takeaways from Engage 2015, Verint’s Global Customer Conference.

Pipeline Articles  Agility Factor  July 2015  Operations management

Outbound Calling in Today’s Contact Center

By Jay Minnucci

How are contact centers using outbound calling? Findings from our recent poll provide an interesting view.

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Pipeline Articles  Execs in the Know  July 2015  Technology

Harness the Power of NLP and Machine Learning

By Susan McDaniel

NLP and machine learning have the potential to create meaningful and efficient customer engagements.

Pipeline Articles  Idiom Insights  July 2015  People management

Punctuality Is the Soul of Business

By Kathleen Peterson

Position punctuality as a value that is held near and dear to individual agents and to the organization.

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Pipeline Articles  Inside View  July 2015  People management

Pacific Life

By Susan Hash

Investing in employee development and engagement paves the way for world-class service delivery.

Pipeline Articles  Leading Thoughts  July 2015  People management

Creating Great Agent Experiences

By Jeff Canter

Quality customer journeys drive quality agent journeys.

Pipeline Articles  Management ROI  July 2015  Technology

Do Your Customers Hate Your IVR?

By Chris Lehrman

Quick and effective fixes to improve the customer experience.

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Pipeline Articles  Speech Analytics  July 2015  Technology

One Call, That’s All

By Scott Bakken

Leverage speech analytics to identify first-call resolution barriers.

Pipeline Articles  Tech Line  July 2015  Technology

The Secrets to Technology Success

By Lori Bocklund

Lessons learned from the trenches that will give you a leg up on implementation, testing, monitoring and support.

Pipeline Articles  The View from the Saddle  July 2015  Technology

The Orbit City Throw Down: Spacely Sprockets Vs. the Contact Center

By Paul Stockford

“The Jetsons” foreshadowed some of the most important innovations in the contact center industry today.

Pipeline Articles  Feature  June 2015  Strategic management

The Omnichannel Journey

By Susan Hash

Industry solutions providers offer insights on the omnichannel evolution and how it will impact your center.

Pipeline Articles  Forecast Focus  June 2015  Operations management

5 Special Nuances in the Math of Small Call Centers

By Tiffany LaReau

Understanding the key differences in how small centers operate will increase your staffing accuracy.

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Pipeline Articles  Industry Outlook  June 2015  Strategic management

4 Key Trends Influencing Mission and Technology

By Dick Bucci

Four environmental trends to include in your business plans.

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Pipeline Articles  Inside View  June 2015  Strategic management

VF Imagewear

By Susan Hash

An award-winning center stands out from the competition by delivering addictive customer experiences.

Pipeline Articles  Leading Thoughts  June 2015  People management

Managing Employee Journeys

By Kristyn Emenecker

Keep employees engaged and vested in their performance to enhance overall business results.

Pipeline Articles  P