Disasters can and will strike at any time, anywhere. Call centers must be prepared, first and foremost, to protect the lives of employees and, secondarily, to ensure information and service to customers who would not be aware of the imminent danger … [Continue reading] about Do We Need Disaster Planning?
Latest News
Climbing Over the CCaaS Obstacles
Artificial Intelligence (AI) is clearly today’s dominant trend in tech, but this wouldn’t be happening without the mega trend that preceded it. That would be the cloud, which is still going strong, and is a necessary condition for AI to become widely … [Continue reading] about Climbing Over the CCaaS Obstacles
How to Write for Your Audience(s)
For contact center managers, “workplace writing” is never just one thing. Some days, you’re writing a high-stakes budget proposal to senior managers. Other days, you’re writing short, personalized motivational emails to overworked frontline customer … [Continue reading] about How to Write for Your Audience(s)
Contact Center Pipeline Magazine September 2023
What Is The New Normal? Table of Contents, September 2023 FEATURE ARTICLEWhat Is The New Normal? By Brendan Read How the COVID-19 pandemic permanently changed customer interactions and environments.IDIOM INSIGHTSContact Center Leadership Tunnel … [Continue reading] about Contact Center Pipeline Magazine September 2023
What Is The New Normal?
The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees engage with each other. For many businesses, including contact centers and their agents, having to adapt … [Continue reading] about What Is The New Normal?
Contact Center Leadership Tunnel Vision
Tunnel Vision is defined as “the tendency to look at things from only one point of view; prejudice or narrow-mindedness.” A single point of view rarely serves Contact Center leadership well. Contact Center leaders with tunnel vision typically focus … [Continue reading] about Contact Center Leadership Tunnel Vision
Contact Center Pipeline Magazine August 2023
Taking WFM to the Cloud Table of Contents, August 2023 FEATURE ARTICLETaking WFM to the CloudBy Brendan ReadTrialCard gained efficiencies, met challenges.IDIOM INSIGHTSContact Center LeadershipBy Kathleen M. PetersonDeveloping a Strategic Game … [Continue reading] about Contact Center Pipeline Magazine August 2023
A Conversation on Coaching and Training
As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many other industry professionals. No matter what type, function, size, or vertical of the call center we work or have worked … [Continue reading] about A Conversation on Coaching and Training
Put on Your Skates! The Business/Employment Climate is Changing
Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating their cultures, how they hire and manage, and how they utilize technology. In some companies, … [Continue reading] about Put on Your Skates! The Business/Employment Climate is Changing
Tuning the CX Engine
How you train then coach your agents keeps your contact center on the road. … [Continue reading] about Tuning the CX Engine