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Contact Center Pipeline Magazine
December Issue
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PowerHouse Consulting
Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Consulting, a call center and telecommunications consulting firm.
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More than anything, agents want to know what the future holds. While we cannot predict the end of this pandemic, we can keep folks up to date on what is being considered.
Strategy COVID-19 Agent Motivation Remote Work Strategy
Belief and certainty can be so strong they blind us to areas of weakness.
Strategy Planning
Rapport-building is both an art and a science. The very definition of the word describes beautifully the job of most contact centers.
Strategy
Many times, analytics are not analytics at all. They are simply taking a look at the metrics and assigning a good or bad value to agent performance.
Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront today.
Strategy Culture
What is the ROI on readiness? Peace of mind and the ability to respond.
Virtual Contact Centers Strategy Planning COVID-19 Remote Work
COVID-19 Pipeline Blog
Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.
Operations Service Delivery COVID-19 Customer Retention
The key to all voice interactions is to reflect positivity and optimism by using words and phrases that build, not break.
People Performance Management Customer Retention