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Resources to help your contact center manage through uncertainty [COVID-19]

The Magazine for Contact Center Professionals

Contact Center industry information
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"Offering access to Contact Center Pipeline empowers our customer service management teams at our multi-site centers."

Amanda
Insurance/Financial Services Company

I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recomended.

Bill Hartline
Subscriber #1,

2009

September
Featured Article

Reducing Customer Service Friction

Relieve COVID-related pain points for customers and employees.

Buyer’s Guide to Contact Center Technology: Scope and Sourcing

Five key decisions will put you on the right path.

Current Issue

Eight “Sizzling” Summer Leadership Tips

Focus on what you can control: End-of-summer back-burner activities for leading in these unique times.

I’ve Looked at Clouds from Both Sides Now

There are no more cloud illusions. COVID-19 has proven the value of the cloud in the customer experience equation.

Contact Center Recruiting: Tap into the Older Workforce

Seniors offer a knowledgeable, empathetic and reliable talent pool for contact centers.

Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

The New World for Contact Centers May Be Where We Were Already Headed

While we may not want to use the pandemic as our permanent technology adoption playbook, it has certainly allowed us to practice a rapid approach to digital transformation.

In Unusual Times, Replace the Usual Customer Service Phrases

We must prepare frontline agents to respond with empathy in these situations, however scary or uncertain that may feel.

Don’t Start with Training as the Answer

It’s important to make sure lack of will isn’t masquerading as lack of skill.