Inside View

Join Contact Center Pipeline as we take a tour of a contact center. Learn about what others are doing to impact the employee and customer experiences in their call centers.
            
66 Items Found
 

Pipeline Articles  Inside View  August 2014  People management

C Spire Wireless

By Susan Hash

A wireless provider’s vision for transforming customers into advocates on every contact.

Pipeline Articles  Inside View  July 2014  People management

Culture.Service.Growth.

By Susan Hash

A look at a people-centric culture that encourages staff to be creative, take risks and to be successful.

Pipeline Articles  Inside View  June 2014 

Coastal.com

By Susan Hash

Unwavering attention to customer care distinguishes online retailer in its customers’ eyes.

Pipeline Articles  Inside View  May 2014 

Granada Corporation

By Susan Hash

A specialized approach to serving Hispanic customers. Granada Corporation extends localized marketing strategies to the service experience.

Pipeline Articles  Inside View  April 2014  Strategic management

FCR Leaders and Champions

By Susan Hash

Meet the recipients of SQM Group’s FCR Leadership and FCR Champion Awards.

Pipeline Articles  Inside View  March 2014  People management

A Look Back: Part 2

By Susan Hash

Thirty more innovative practices and actionable ideas from the past five years.

Pipeline Articles  Inside View  February 2014  People management

A Look Back: Part 1

By Susan Hash

Over the past five years—and 60 issues—Pipeline has highlighted both innovative and actionable ideas from leading organizations. This two-parter celebrates Pipeline’s first 60 issues with 60 best practices from some of the remarkable companies that have graced our pages.

Pipeline Articles  Inside View  January 2014  People management

Blinds.com

By Susan Hash

A look inside Blinds.com—a strong culture that celebrates individual expression and growth.

Pipeline Articles  Inside View  December 2013  People management

DependableIT

By Susan Hash

A technical service and support team drives staff engagement through leadership support and a culture based on continuous growth.

Pipeline Articles  Inside View  November 2013  Strategic management

Stephanie Bottner, Pear Tree Greetings

By Susan Hash

A small business delivers big on quality, service and customer experience.

Pipeline Articles  Inside View  October 2013  Operations management

Stream Energy

By Susan Hash

An energy service provider that delivers the type of customer service your best friend would recommend.

Pipeline Articles  Inside View  September 2013  Strategic management

ADT Security Services

By Susan Hash

The security service leader uses call analytics to identify behaviors that contribute to better customer outcomes.

Pipeline Articles  Inside View  August 2013  Strategic management

Josh Chapman, Cars.com

By Susan Hash

ICMI’s 2013 Global Call Center Award Winner for Best Customer Service Business Leader Josh Chapman is driving service excellence at Cars.com through analytics, stretch goals and a keen focus on employees.

Pipeline Articles  Inside View  July 2013  Operations management

Debra Brown, The Guardian Life Insurance Company of America

By Susan Hash

Debra Brown, ICMI's 2013 Call Center Manager of the Year, demonstrates a passion for improving the customer and employee experience.

Pipeline Articles  Inside View  June 2013  People management

Blue Cross Blue Shield of Michigan

By Susan Hash

BCBSM launches an innovative learning experience designed to help employees walk in customers' shoes.

Pipeline Articles  Inside View  May 2013  People management

Vizio

By Susan Hash

The consumer electronics company’s contact center has been on the fast track to world class—evolving from startup to high-performance operation in four years.

Pipeline Articles  Inside View  April 2013  Operations management

College Hunks Hauling Junk

By Susan Hash

CHHJ is a fun, energetic brand that provides a much-needed service and attention to an exceptional service experience. The firm is ramping up its contact center to keep pace with a remarkable rate of growth.

Pipeline Articles  Inside View  March 2013  Operations management

New Jersey 2-1-1 Partnership

By Susan Hash

Most call centers experience call volume spikes from time to time. But imagine that your heaviest volume occurs in the wake of a superstorm or other disaster. The NJ 2-1-1 call center is a virtual port in the storm for local citizens to get information, assistance and reassurance.

Pipeline Articles  Inside View  February 2013  People management

Blue Cross Blue Shield of Vermont

By Susan Hash

Last year, CSR Liza Mountford embarked on a performance improvement journey with the hopes of attaining world-class certification status. It was 12 months of hard work and perseverance that culminated in an award ceremony in Las Vegas, where her dedication was recognized with a CSR of the Year award.

Pipeline Articles  Inside View  January 2013  Operations management

Canadian Tire Financial Services

By Susan Hash

Pipeline revisits CTFS' multiple award-winning Customer Relations Contact Center, where a customer-focused philosophy is modeled on a daily basis.

Pipeline Articles  Inside View  December 2012  Operations management

StellarOne Bank

By Susan Hash

A look inside a bank contact center that balances high-tech efficiency with old-school community relationships.

Pipeline Articles  Inside View  November 2012  Strategic management

American Water

By Susan Hash

A leading water and wastewater utility company's award-winning Customer Service Center drives organizationwide values and collaboration to deliver best-in-class customer experience.

Pipeline Articles  Inside View  October 2012  People management

KP OnCall

By Susan Hash

A telephone triage center maintains high standards through rigorous training and monitoring processes.

Pipeline Articles  Inside View  September 2012  People management

Teleflora

By Susan Hash

An established flower delivery organization turns to its customers to help coach contact center agents and shape internal policies.

Pipeline Articles  Inside View  August 2012  People management

Memorial Health System

By Susan Hash

Memorial Health System is strongly committed to its core mission of creating exceptional experiences through a culture focused on innovation. Find out how this award-winning organization has evolved its innovation strategy from learning and doing to sharing and teaching.

Pipeline Articles  Inside View  July 2012  People management

1-800-GOT-JUNK?

By Susan Hash

One person’s trash is… an opportunity for a treasured experience. This full-service junk removal firm has catapulted its passionate focus on customers—internal and external—into a thriving multimillion-dollar business.

Pipeline Articles  Inside View  June 2012  People management

Winston-Salem Industries for the Blind

By Susan Hash

A not-for-profit agency that has been committed to creating job opportunities for the blind for more than 75 years.

Pipeline Articles  Inside View  May 2012  People management

LifeLock

By Susan Hash

A look inside a world-class service organization that balances hyper-growth with customer-centricity.

Pipeline Articles  Inside View  April 2012  People management

OnStar

By Susan Hash

A look at a roadside emergency services provider that delivers high-tech, high-touch customer care.

Pipeline Articles  Inside View  March 2012  Strategic management

Needle Inc.

By Susan Hash

"Fan sourcing" sales and service: A chat services firm that puts passionate brand advocates to work to create an engaging online experience.

Pipeline Articles  Inside View  February 2012  People management

Intralox

By Susan Hash

Intralox's business philosophy stems from the creativity, drive and work ethic established by its founder—an inspired designer who earned 191 U.S. patents and established four companies based on his industry-defining inventions. The company’s culture, leadership and staff still uphold the principles that he passed down: an intense commitment to innovation, integrity and continuous improvement.

Pipeline Articles  Inside View  January 2012  People management

Canadian Tire Financial Services

By Susan Hash

A look inside an award-winning contact center that emphasizes a strong customer-focused culture supported by highly engaged staff.

Pipeline Articles  Inside View  December 2011 

A Best Practice Roundup

By Susan Hash

A look back to commemorate the customer-centric practices of a few remarkable service providers.

Pipeline Articles  Inside View  November 2011  Strategic management

Bronto Software

By Susan Hash

Bronto Software is no dinosaur when it comes to business. Innovative technology coupled with proactive customer service has resulted in increased revenue for its clients, and remarkable growth for the company.

Pipeline Articles  Inside View  October 2011  People management

Contact Center Champions Team Up in Fight Against Childhood Cancer

By Susan Hash

Contact centers dress casual to raise funds for St. Jude Children’s Research Hospital.

Pipeline Articles  Inside View  September 2011  People management

Yellow Media Group

By Susan Hash

A niche outsourcer provides app developers with the service advantage in a highly competitive market.

Pipeline Articles  Inside View  August 2011  Operations management

U.S. Small Business Administration Disaster Assistance Customer Service Center

By Susan Hash

Delivering consistently high service performance in a constant state of readiness requires strong leadership, knowledgeable staff and effective teamwork.

Pipeline Articles  Inside View  July 2011  People management

The Beryl Companies

By Susan Hash

Investing in staff development and a positive workplace culture pays off in higher profits and strong business growth.

Pipeline Articles  Inside View  June 2011  People management

Conifer Health Solutions

By Susan Hash

A leading health care call center's model for success: Focus on one-on-one staff career development and engagement.

Pipeline Articles  Inside View  May 2011  Operations management

City of Knoxville 311 Call Center

By Susan Hash

Providing Knoxville residents, businesses and visitors with a single phone number to connect to a live agent has simplified access to government services while creating accountability and improving performance within the various city agencies and services.

Pipeline Articles  Inside View  April 2011  People management

Go Daddy

By Susan Hash

Despite the tough economic climate, Go Daddy has doubled in size in less than four years. Its remarkable growth can be attributed to the company's core values that focus on providing an exceptional customer experience, and 24/7 access to live agents.

Pipeline Articles  Inside View  March 2011  People management

Vegas.com

By Susan Hash

Vegas.com has an unconventional work environment that produces impressive results: solid productivity, high revenue, zero staff turnover. A look inside this exceptional contact center with a culture as unique as the city that it promotes.

Pipeline Articles  Inside View  February 2011  Operations management

Safelite AutoGlass

By Susan Hash

Today's competitive business climate demands agility and flexibility for companies to adapt to changing business needs in real time. A look at how one center met the challenge of growing customer demand while maintaining its high service standards.

Pipeline Articles  Inside View  January 2011  Technology

MedDirect

By Susan Hash

The health care industry has been undergoing a service evolution in recent years. As patients transform into consumers, this service provider is focusing on improving the pre- and post-clinical experience through better communication and education.

Pipeline Articles  Inside View  December 2010  People management

Hunter Douglas Fabrication

By Susan Hash

Starting with its first aluminum venetian blind developed in 1946, Hunter Douglas established itself as a company focused on quality, innovation and personal service. How have they maintained that long-standing culture throughout years of remarkable growth? A look at the customer service operation's successful team-based model.

Pipeline Articles  Inside View  November 2010 

IRS Employee Resource Center

By Susan Hash

The ERC’s recipe for engagement: employee involvement, effective communication and a personal commitment to customer service. Learn about this government contact center’s team-focused culture.

Pipeline Articles  Inside View  October 2010  Strategic management

Zurich in North America

By Susan Hash

A look inside an insurance call—make that "care"—center that drives customer centricity in every interaction.

Pipeline Articles  Inside View  September 2010  People management

TravCorp USA

By Susan Hash

Tour operator TravCorp USA prides itself on the quality of its contact center staff. The management team has developed a rigorous system for hiring the best. A look at the center’s seven-stage hiring process.

Pipeline Articles  Inside View  August 2010  Operations management

SciQuest

By Susan Hash

At a time when most companies were slashing budgets, cutting resources and trimming staff, SciQuest was busy fine-tuning its customer communications and service delivery. Find out how this award-winning support provider puts the customer at the center of continuous improvement.

Pipeline Articles  Inside View  July 2010  People management

Legal Intake Professionals

By Susan Hash

Consistency in leadership, rewards, discipline and call quality is the key to employee engagement and high morale at this 24-hour legal intake and attorney answering service center.

Pipeline Articles  Inside View  June 2010  Strategic management

Ally Bank

By Susan Hash

In industries where fierce competition has largely commoditized products and services, consumers look to the service experience as the key differentiator when deciding with whom they want to do business. Meet an online bank whose service strategy is to drive a better customer experience through honesty, openness and accessibility.

Pipeline Articles  Inside View  May 2010  People management

MetLife

By Susan Hash

How does MetLife consistently maintain a high-performing contact center year after year? By creating a team of confident, satisfied and experienced agents.

Pipeline Articles  Inside View  April 2010  Operations management

Access Development

By Susan Hash

How can you handle rapid growth while maintaining a culture that emphasizes work/life balance for your staff? This affinity marketing firm developed a home-based contact center program that offers a cost-effective solution.

Pipeline Articles  Inside View  March 2010  Strategic management

CDC-INFO

By Susan Hash

The Centers for Disease Control’s contact center was formed to give the public a one-stop shop for information on disease prevention and health promotion topics. A look at this team’s coordinated response to keeping the public informed during sudden events, such as a salmonella outbreak or the recent H1N1 pandemic.

Pipeline Articles  Inside View  February 2010  Strategic management

Jitterbug

By Susan Hash

In a time of complicated, multifunction communication gadgets, Jitterbug offers its customers simplicity. Read about this cellular provider’s focus on personal service over phone features.

Pipeline Articles  Inside View  January 2010  Strategic management

Extra Space Storage

By Susan Hash

Like other organizations that have taken back control of their customer care, management at Extra Space Storage found that running its own contact center allowed the company to deliver more consistent call quality. Learn how the company’s decision to bring its outsourced service in-house resulted in remarkable sales and performance improvements.

Pipeline Articles  Inside View  December 2009  People management

VSP Vision Care

By Susan Hash

Frontline staff hold the key to call center service performance and customer satisfaction levels. A look at a world class center whose leadership lives the company’s values every day — a relentless focus on satisfying internal and external customers.

Pipeline Articles  Inside View  November 2009  Operations management

Language Services Associates

By Susan Hash

President Obama has declared the H1N1 outbreak a national emergency — is your center prepared for the potential impact should a large percentage of your staff become infected? Learn how this language service provider rolled out a comprehensive plan to protect its staff and ensure continuous service for its customers.

Pipeline Articles  Inside View  October 2009  Strategic management

Wisconsin Physicians Service Health Insurance

By Susan Hash

A look inside WPS’s voice of the customer initiative, and how this health insurance provider uses emotion detection, word spotting and analytics to identify customer needs, improve services and break down interdepartmental barriers.

Pipeline Articles  Inside View  September 2009  Operations management

Deloitte Services

By Gerry Barber

One year ago, Deloitte Services’ support center operation adopted a continuous improvement initiative focused on delivering a distinctive customer experience. Read about the strategy steps that have guided their development, and lessons learned along the way.

Pipeline Articles  Inside View  August 2009  Strategic management

Comcast Digital Care

By Susan Hash

Are call centers ready for social media? Comcast thinks so. Its Digital Care team listens to customers through blogs, forums and Twitter, and proactively reaches out to offer assistance. Find out how the cable TV provider is striving to improve its service image one customer at a time.

Pipeline Articles  Inside View  July 2009  People management

Sundance Vacations

By Susan Hash

A family oriented culture and supportive leadership translate into high employee engagement and longevity. Sundance Vacations has been named one of the Best Places to Work in Illinois three years in a row. Find out why.

Pipeline Articles  Inside View  June 2009  People management

Zappos

By Susan Hash

Zappos’ leaders and staff don’t think of their company as a retailer -- they consider themselves to be a service company that happens to sell shoes and apparel. A zealous commitment to customer service is quickly turning this online retailer into a service icon.

Pipeline Articles  Inside View  May 2009  Operations management

McAfee

By Susan Hash

McAfee has experienced explosive growth in its corporate and consumer businesses — the type of growth that breeds unique challenges for maintaining efficient, quality-focused support. Learn how the Internet security firm lives up to its customer promise through a value-based support culture and a voice of the customer process that provides insights to make real-time adjustments to its customer experience strategy.

Pipeline Articles  Inside View  April 2009  People management

Whirlpool Corporation

By Susan Hash

This award-winning contact center supports a strong commitment to customer service excellence that stretches back to the company’s first order placed in 1911. At Whirlpool Corporation, effective leadership and employee engagement form the foundation of a world-class operation. Read about their people-focused culture.

Pipeline Articles  Inside View  March 2009  People management

HyperTherm

By Susan Hash

A strong commitment to staff development pays off in high productivity and employee loyalty for this Hanover, N.H.-based manufacturer of plasma and metal-cutting systems. Read about their collaborative, team-based environment.

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