6 Common Sense Practices to Share with Work-at-Home Agents

6 Common Sense Practices to Share with Work-at-Home Agents

After more than 20 years in the on-demand contact center industry, I’ve come across some great work-from-home practices. And a few not-so-good ones, too. Whatever...
Contact Center Nation

Contact Center Nation

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
What to Expect for Contact Centers in 2018

What to Expect for Contact Centers in 2018

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. In a competitive landscape where...
Contact Center Pipeline Magazine Inside Our January 2018 Issue

Embracing Remote Work

The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...
Onward and Upward… Or So the Saying Goes

Onward and Upward… Or So the Saying Goes

According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget...
Contact Center Pipeline Magazine Inside Our January 2018 Issue

Contact Center Pipeline Magazine: Inside Our January 2018 Issue

Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be...
Consultative WorkForce Management

Consultative WFM

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...
Top 10 Posts of 2017

Top 10 Posts of 2017

The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...
Cloud Ushers in New Rules for Contact Center Technology Selection

Cloud Ushers in “New Rules” for Technology Selection

Procurement processes are undergoing change in concert with the revolution ushered in by cloud solutions. Buyers want the benefits of advanced technology without the...
Follow the 3's for a Meaningful Contact Center Performance Review

Follow “The 3 Cs” for a Meaningful Performance Review

Of all the things employees despise, end-of-year performance appraisals (PAs) are at the top of the list. The Washington Post has research to support...
Happy Holidays from Contact Center Pipeline

Happy Holidays!

Wishing all of our readers a safe and happy holiday season, and a prosperous new year!