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Dec 31, 2024 | 
contactcenterpipeline.com | Kathleen Peterson
Google defines irony as “Whenever a person says or does something that departs from what they (or we) expect.” It is often delivered with a witty twist, like a fire station burning down or a police station being robbed. My new favorite example is a company that claims “World-class” customer service while its toll-free number only directs one to send an email.
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Dec 1, 2024 | 
contactcenterpipeline.com | Kathleen Peterson
You may consider this a novel idea ... but it is time for Contact Center leaders to take a stand and behave as if entitled to be heard by senior executives regarding their activities, contributions, challenges, objectives, and ambitions. When a Contact Center submits an Annual Report to leadership, it is an opportunity to inform, educate, and demonstrate its contribution and strategic value to the organization.
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Nov 1, 2024 | 
contactcenterpipeline.com | Kathleen Peterson
November is here and with it comes Thanksgiving – a time to gather, share, and express gratitude for the year’s harvest. Even when things were not perfect, during bad weather or tough times, people came together to be thankful for what they had. In recent years, Contact Centers have faced major challenges. New demands have been placed on every part of the operation, often without enough resources or recognition for the hard work being done.
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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.
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Oct 1, 2024 | 
contactcenterpipeline.com | Kathleen Peterson
The term “powerhouse” can mean a person, team, or organization that has a lot of energy, strength, or skill. In the world of business, a Contact Center has the potential to be a true “powerhouse.” I have been in the Contact Center industry for decades and have watched it grow and evolve. What started as a new and often resisted part of business has become a critical component of how companies operate and connect with customers.
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Sep 3, 2024 | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Tiffany LaReau
Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian privacy regulations, UK customer service and more. See what I mean? It’s the Contact Center Management Encyclopedia of knowledge and advice. Summertime is now in our rear-view mirror, as well as summer vacations and summer breaks from school.
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Sep 1, 2024 | 
contactcenterpipeline.com | Kathleen Peterson
“It’s time to shine” is simply a moment to show off one’s skills or abilities. For Healthcare (HC) Contact Centers, widely known as “Access Centers,” that moment is now. The COVID-19 pandemic highlighted the value and importance of Contact Centers in keeping industries operational during the shutdown. Healthcare was no exception. Thankfully, that period is now past and it is time to build on HC Contact Center achievements, value, and plans for the future.
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Aug 29, 2024 | 
blog.contactcenterpipeline.com | Kathleen Peterson
The idiom “rules of engagement” has its roots in military action. It has been applied to business when it comes to codes of conduct, performance standards, and expectations that are designed to facilitate collaboration and goal achievement. Speaking of rules, have you ever read First Break All the Rules by Marcus Buckingham and Curt Coffman of the Gallup Corporation? If not, you may want to consider it.
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Aug 1, 2024 | 
blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Jason Cortel
“Ultimately, the strength of your organization will be based on the quality of your people, and how well you train, promote, and treat them.” -Oded CarmiThis quote encapsulates the essence of our August issue…it’s all about our agents. What kind of training and coaching do we offer? Are they motivated, encouraged, and recognized? Do they feel isolated or frustrated? There are great ideas for managing through change and offering support. Our agents are the voices of our organizations.
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Aug 1, 2024 | 
contactcenterpipeline.com | Kathleen Peterson
In last month’s Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. This month’s article completes the topic and focuses on Caller Tolerance and its five critical factors: degree of motivation, substitutes available, expectations, time available, and human factors.
