Contact Center Pipeline

Dec 9, 2024 | blog.contactcenterpipeline.com | Brendan Read

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and is an ongoing challenge to achieve, with those challenges ever-changing. For insights and recommendations we had a virtual conversation recently with Mike Aoki. A member of our Advisory Board, Mike is president of Reflective Keynotes, which provides customer service, sales, and coaching training. Q.

Nov 29, 2024 | blog.contactcenterpipeline.com | Linda Harden

Welcome to the Top 5 Blog Posts in November. Topping the list this month, Kathleen warns of the downside to prioritizing cost-cutting measures, such as layoffs and reduced training, in your contact center; specifically, how the customer experience ultimately suffers if your center is not well staffed, trained, and cared for. Next, Brian details some of the ways AI can improve your agents’ effectiveness in dealing with today’s rising customer service expectations.

Oct 31, 2024 | blog.contactcenterpipeline.com | Linda Harden

To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today’s customer interactions. Next, John updates us on the current state of outsourcing and where businesses are choosing to locate their call centers. Peter then shares with us the trends in the BPO company market so you can make an informed decision if you are looking to partner.

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.

Sep 30, 2024 | blog.contactcenterpipeline.com | Linda Harden

This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX + MX = TX. Read on to find out exactly what that means and how to achieve it!If you are considering utilizing new AI in your center, check out Nikola’s article on what an AI competency center is and why you should consider developing one. Next, Dr. Bentson offers insights on today’s workforce challenges and how to overcome them.