Dina J. Vance

Oct 2, 2024 | blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Dina J. Vance

What an exciting month. It’s Customer Service Week, October 7-11. I know we should all be celebrating our agents all year long, but what a fabulous way to celebrate and make them feel special for a whole week. Are you kicking off the week with a breakfast, are there decorations, awards and rewards, team-building exercises, and fun events planned? Have fun. Celebrate your successes and wins! Re-energize your staff with a full week of appreciation. We would love to see how you celebrate.

Oct 1, 2024 | contactcenterpipeline.com | Dina J. Vance

Overhead projectors. Pagers. One-line red LED tickers. These were the early ways we shared our call center statistics. It is incredible how much the contact center landscape has evolved since then. Words we use today such as chatbots, predictive analytics, sentiment analysis, artificial intelligence (AI), call routing, and voice assistance would be unheard of a few years ago (SEE FIGURE 1).

Aug 1, 2024 | contactcenterpipeline.com | Dina J. Vance

“Change is the only constant in life.” —Heraclitus The above age-old adage came to mind as I reflected on the past 30-plus years in the contact center industry. As telephone centers (yes, that was the original name) started up in the mid 80’s, terms like multi-channel, digital enhancement, customer experience management, and artificial intelligence (AI) were not a part of the vocabulary.