In honor of Contact Center Pipeline’s 15th anniversary, this article focuses on key trends over the past fifteen years. I have been a part of the contact center industry since 1975. Over the years, there have been many game-changing trends within the … [Continue reading] about Back to the Future
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The State of the Contact Center Industry
Happy 15th Anniversary, Contact Center Pipeline! You’re a teenager now. A lot has changed since you were born. In my world—I help customer service organizations write better email, chat, social media, SMS, and knowledgebase articles—we’re … [Continue reading] about The State of the Contact Center Industry
Contact Center Vital Signs
Congratulations Pipeline on 15 years of being a vital resource for thousands who toil tirelessly every day to meet customer expectations and to do so within what is often challenging financial constraints. You rock! As a long-time consultant, … [Continue reading] about Contact Center Vital Signs
Surprises and Delights
Congratulations to Linda Harden and the entire team at Contact Center Pipeline on 15 game-changing years! There are only a few comprehensive monthly magazines for contact center professionals, and this one is at the top, in my view. This publication … [Continue reading] about Surprises and Delights
The Workforce Management Journey
For me, the best way to look through the past 15 years in workforce management (WFM) is to look through my notes from the conferences I attended, especially SWPP, Contact Center Expo, and the WFO Virtual Conferences. The highlight of those events is … [Continue reading] about The Workforce Management Journey
2024 State of the Contact Center
A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact Center from someone who is in the trenches with you in an … [Continue reading] about 2024 State of the Contact Center
Reflections From the Front Line
In today’s society, three decades can feel like a lifetime in Corporate America and I have been on the front lines throughout its evolution. From how we do business to the overall cultural landscape, very little has remained unchanged over the years. … [Continue reading] about Reflections From the Front Line
Motivating Industry Innovations
As I write this, the sea of predictions for 2024 are coming out. If these prognosticators are anywhere near correct, then 2024 will be yet another growth year for our industry. Lots of chatter about employee experience, customer experience (CX) … [Continue reading] about Motivating Industry Innovations
The Upcoming Recruitment Crunch
Gen Z and phone phobia. … [Continue reading] about The Upcoming Recruitment Crunch
Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!
The contact center has seen a lot of changes in the last 15 years. We have matured as an industry. The centers have become more sophisticated than ever - especially in the technologies employed. But within the three pillars that most consultants … [Continue reading] about Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!