In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward. But by the end of 2022, and in the first … [Continue reading] about Going Home for Talent
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Contact Center Pipeline Magazine April 2023
Is Work From Home the New Normal? Table of Contents, April 2023 FEATURE ARTICLEIs Work From Home the New Normal?By Brendan ReadCOVID-19 sent workers (like agents) home, but will they stay there?AUTHOR WALL OF FAMELeslie O'FlahavanBy Contact Center … [Continue reading] about Contact Center Pipeline Magazine April 2023
How to Win the Hearts of Gen Z
Post-Millennials, iGeneration, Plurals, GenZers, no matter what you call them, your business depends on them. So, you better understand who these customers are. Gen Z is a large and growing percentage of online consumers, with buying power up to $44 … [Continue reading] about How to Win the Hearts of Gen Z
How to Drive Employee and Customer Happiness
Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact centers are still … [Continue reading] about How to Drive Employee and Customer Happiness
Take Charge…
Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton Mifflin, p. 144.) Now more than ever, Contact Center leaders need to “take charge” of the … [Continue reading] about Take Charge…
Contact Center Pipeline Magazine April 2023
Is Work From Home the New Normal? Table of Contents, April 2023 FEATURE ARTICLEIs Work From Home the New Normal?By Brendan ReadCOVID-19 sent workers (like agents) home, but will they stay there?AUTHOR WALL OF FAMELeslie O'FlahavanBy Contact Center … [Continue reading] about Contact Center Pipeline Magazine April 2023
Is Work From Home the New Normal?
When the COVID-19 pandemic struck, employers scrambled to equip their employees with protective gear, install barriers, and require staff, visitors, and customers to mask up and sanitize for essential in-person tasks and interactions. Alternatively, … [Continue reading] about Is Work From Home the New Normal?
Wall of Fame: Leslie O’Flahavan
Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot … [Continue reading] about Wall of Fame: Leslie O’Flahavan
Meet Customer Expectations Anytime, Anywhere
Ever-evolving expectations make it hard to consistently delight and serve customers. But your organization can achieve peak CX before customers even reach out for help. We asked contact center leaders what they believe is most important in meeting … [Continue reading] about Meet Customer Expectations Anytime, Anywhere
Contact Center Pipeline Magazine March 2023
Looking Beyond the Wrinkles Table of Contents, March 2023 FEATURE ARTICLELooking Beyond the WrinklesBy Brendan ReadWhy contact centers must retain and hire aging workers.IDIOM INSIGHTSThe Best Defense is a Good OffenseBy Kathleen M. PetersonUse Game … [Continue reading] about Contact Center Pipeline Magazine March 2023