Take on any CX challenge with Pipeline+ Subscribe today.
Contact Center Pipeline Magazine
January Issue
PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED.
REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION IS STRICTLY PROHIBITED. FOR SYNDICATION OR INTERNATIONAL LICENSING REQUESTS, REPRINT, OR REUSE PERMISSION, EMAIL [email protected]
PowerHouse Consulting
Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Consulting, a call center and telecommunications consulting firm.
Read More
Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture.
People Engagement Culture Workplace Environment
Executives across many industries are more aware than ever of the value of the contact center.
Strategy Visibility COVID-19
Strategy Planning
The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling.
Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership.
Strategy COVID-19 Remote Work Strategy
You must create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.
Strategy Customer Experience Remote Work Strategy
More than anything, agents want to know what the future holds. While we cannot predict the end of this pandemic, we can keep folks up to date on what is being considered.
Strategy COVID-19 Agent Motivation Remote Work Strategy
Belief and certainty can be so strong they blind us to areas of weakness.
Rapport-building is both an art and a science. The very definition of the word describes beautifully the job of most contact centers.
Strategy
Many times, analytics are not analytics at all. They are simply taking a look at the metrics and assigning a good or bad value to agent performance.