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Pipeline Guest Post

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Interested in contributing a guest column to the Pipeline blog? We welcome instructional posts on contact center business strategy, staffing, customer experience, operations management, performance management, training & development and technology. Email your topic or story idea to Susan Hash at susan[at]contactcenterpipeline[dot]com.
The landscape for engaging with customers is changing fast.

Coming Soon to a Contact Center Near You!

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...
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...
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...
The Value of Executive Management in Customer Service

The Value of Executive Management in Customer Service

As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is...
PACE ASSOCIATION: Changing with the Times

PACE: Changing with the Times

The Professional Association for Customer Engagement (PACE) stands alone as the only trade association that provides advocacy, compliance, education and networking to the contact...
Create Value for Contact Center Clients Through Expanded Business Solutions

Create Value for Clients Through Expanded Business Solutions

Companies of all shapes and sizes have turned to contact centers for their one-of-a-kind proficiency and telecommunications experience since the conception of the call...
Digital Colleagues: Friend or Foe?

Digital Colleagues: Friend or Foe?

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...
Proactive Customer Engagement Tips

What Does Proactive Customer Engagement Feel Like?

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How...
3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

When it comes to brands, millennials are not lacking for options. The first generation raised on digital tools, the ability to research and choose...
Quality Monitoring in the Contact Center

Bringing Quality Monitoring into the Heart of the Contact Center

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques...
Are Your Contact Center Metrics on Target

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find...

Contact center days are jam-packed with activity. It's easy to lose sight of the thread that should tether contact center performance metrics to what...
5 Ways to Get More Out of Your Contact Center Agent Training

5 Ways to Get More Out of Your Agent Training

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent...