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Organizations spend countless hours and resources trying to reduce friction in customer interactions. However, they’re missing out on a vital fact: not all friction is bad. Friction, when handled correctly, can create a tighter bond with customers, … [Continue reading] about Friction Isn’t the Enemy: It’s Just Misunderstood
In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. This leaves the most complex, difficult, and outside-of-the-norm problems for agents to handle. … [Continue reading] about Unleash the Power of Your Team!
“Change is the only constant in life.” —Heraclitus The above age-old adage came to mind as I reflected on the past 30-plus years in the contact center industry. As telephone centers (yes, that was the original name) started up in the mid 80’s, terms … [Continue reading] about The Re-Invention of the Telephone Center
A market shattering move into a UCaaS offering “You’re joking, right?” “So what’s the catch?” These are the most common questions, among others, that have customers and analysts alike both grinning from ear to ear and scratching their heads. Why has … [Continue reading] about It’s Proven – You Really Can Buy Customer Satisfaction
In the dynamic world of contact centers, effective leadership stands as the linchpin of operational excellence and customer satisfaction. My career as a contact center and operations leader has afforded me a comprehensive view of how nuanced and … [Continue reading] about Delivering Effective Contact Center Management
Conversation With the Coach Table of Contents, August 2024FEATURE ARTICLEConversation With the CoachBy Brendan Read; Q&A with Mark PereiraInsights on how to best equip agents to meet changes and challenges.IDIOM INSIGHTSThe Fine Art of Contact … [Continue reading] about Contact Center Pipeline Magazine August 2024
Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason. The author of our “Coach’s Corner” column, along with numerous articles and participation in others, Mark provides thoughtful, in-depth observations, … [Continue reading] about Conversation With the Coach
In last month’s Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. This month’s article completes … [Continue reading] about The Fine Art of Contact Center Management – Part 2
Connecting With Anxious Customers Table of Contents, July 2024 FEATURE ARTICLEConnecting With Anxious CustomersBy Brendan Read; Q&A with Expert PanelThe cases for careful deflection, supporting preferred channels, and proactive outreach.IDIOM … [Continue reading] about Contact Center Pipeline Magazine July 2024
There’s a clear divide emerging between consumers and business leaders when it comes to adoption, enthusiasm, and education around artificial intelligence (AI). That’s the bad news. But for contact center leaders, the silver lining is that you’re … [Continue reading] about The AI Divide
