Shane Devitt

5 days ago | blog.contactcenterpipeline.com | Linda Harden |Brendan Read |Kathleen Peterson |Shane Devitt

Our June issue of Contact Center Pipeline is now available. This month, we focus on core issues in our contact centers, such as technology investments, service, remote work, terminology, AI and the human touch, metrics, budget cuts in government contact centers, CX, productivity, savings, and, of course, more AI. Have a wonderful month.

Jun 1, 2024 | contactcenterpipeline.com | Shane Devitt

Optimizing contact center operations has become more crucial with the difference between a tweet of praise and a viral customer service horror story that can hinge on a single interaction. Enter the heroes without capes: contact center consultants. These specialized professionals are armed with the expertise and knowledge to transform average contact centers into lean, mean, customer satisfaction machines.

Apr 1, 2024 | contactcenterpipeline.com | Eric Berg |Shane Devitt

In today’s workforce, as remote work becomes increasingly common in contact centers, we are confronted with the absence of once-familiar workplace relationships and the spontaneous connections formed in breakrooms or at the water coolers. However, this shift to a work-from-home (WFH) or hybrid environment does not signify the end of these interactions. Instead, it introduces unique challenges and opportunities to find and harness the power of workplace friendships.