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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.
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...

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...
Minimizing Contact Center Costs

Driving Margins by Minimizing Contact Center Costs

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost...
How to Create Web Chat Plan

How to Create a Blueprint for Web Chat

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like:...
10 Tips to Improve Agent Scheduling

10 Tips to Improve Agent Scheduling

Work in a contact center for any length of time and it soon becomes apparent that the largest capital expenditure is in staff. Agents...
5 Mistakes to Avoid When Scheduling with Workforce Management - WFM

5 Mistakes to Avoid When Scheduling with WFM

Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...