Balancing the Contact Center Brain

Differentiator Series, Part 1: Balancing the Contact Center Brain

Welcome to the first of five installments of our Differentiator series. In this group of articles, it is our goal to go beyond the...
Simplifying Contact Center Remote Access

Simplifying Remote Access

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...
5 elements of contact center virtual training

5 Elements of a Successful Virtual Training Model

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role...
Call-Center-Inside-View-Feature

Inside View: TCL North America

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV...
A Stitch in Time Saves Nine

A Stitch in Time… Saves Nine

A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless...
Contact Center Agent Retention

Agent Retention: Closing the Revolving Door

We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of...
Contact Center Agent Retention

Agent Turnover Still No. 1 Challenge for Contact Centers

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion...
Four Things to Ask Before Choosing A Contact Center Provider by Intelepeer

Don’t Settle: 4 Things to Ask Before Choosing A Contact Center Provider

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers....
Engaging the C-Wing

Engaging the C-Wing

Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the...
Disaster Planning tips for the Contact Center

Take Care of Your Staff During and After a Disaster

As mentioned in a previous post, developing a people-centric disaster plan should be a collaborative effort that takes place before a disaster strikes. During...

Workforce Management in the Omnichannel Age

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...
Contact Center Agent Retention

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...