Engaging the C-Wing

How to Improve Your Center’s Loyalty and Retention Rates

There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
Contact Center Priorities

Differentiator Series, Part 4: Nailing Priorities

We have reached the fourth installment of our five-part series on how the best contact centers differentiate themselves. (Be sure to read the previous...
Value of on the job experience in the contact center

The School of Hard Knocks… Are You a Graduate?

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted...
Call-Center-Inside-View-Feature

Inside View: DAT Solutions

In the B2B world, where businesses tend to compete on price, DAT Solutions stands out as a shining example of a service-oriented company that...
Deciding on Cloud vs On-Premise Technology for the Contact Center

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...
5 best practices for designing a contact center agent training program

5 Best Practices for Designing a Successful Training Program

David Merrill, renowned educator and coauthor of Reclaiming Instructional Design, defines instructional design as a “technology that incorporates known and verified learning strategies into...
Question and Answer with Bob Furniss Contact Center Industry Veteran

A Q&A with Bob Furniss, ICMI’s Lifetime Achievement Award Recipient

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime...
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...
Creating Career Paths for Call Center Agents

Contact Center Pipeline Magazine: Inside Our July 2017 Issue

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the...
Optimizing the Exceptions

Differentiator Series, Part 3: Optimizing the Exceptions

Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in June

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog...