Gerry Barber

Jul 2, 2024 | blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Gerry Barber

Do you know what I like best about our July issue? It covers all topics that enhance our customer experiences, from covering the contact center management basics, connecting with customers where they are, establishing the human connection in our self-service technologies, AI, customer engagement and support, supporting multi-channels, customer interaction channels and more.

Jul 1, 2024 | contactcenterpipeline.com | Gerry Barber

Today, many organizations are rushing to implement AI, chatbots, and other self-service technologies to offload the customer experience to lower-cost options. However, implementing self-service technologies without customer choice or regard for human connection will have a good chance of failure. A 2023 MarketSplash consumer survey found that 54% of consumers have encountered unsatisfactory customer service experiences while interacting with technologies like chatbots.

Mar 1, 2024 | contactcenterpipeline.com | Gerry Barber

In honor of Contact Center Pipeline’s 15th anniversary, this article focuses on key trends over the past fifteen years. I have been a part of the contact center industry since 1975. Over the years, there have been many game-changing trends within the industry, too numerous to mention. From 2009 to 2023, three trends have dramatically changed the contact center landscape. The following trends changed the way contact centers are managed and operated.

Jan 3, 2024 | blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Gerry Barber

There is just something special about the first days of a new year. I sit here this morning, writing my message to you for the January 2024 issue. Perhaps, it is not much different than my message for any month, or perhaps not much different than any other day. They all represent a new start, a fresh outlook. But, there is something special about a whole new year, all 366 days in 2024!Make your year ahead bring you professional satisfaction.

Jan 1, 2024 | contactcenterpipeline.com | Gerry Barber

Coaching is the key to achieving a culture of continuous improvement through high-performing agents. This article focuses on the development of the individuals tasked with conducting frontline agent coaching in a contact center, regardless of title. Coaches must possess the right personality traits, coaching competencies, and knowledge to be at the top of their game. Great coaching also requires exposure to various models, styles, and perspectives.