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:...
Moment of Truth in the Contact Center

The Moment of Truth

My flight just got canceled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17...
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...
Contact Center Pipeline Magazine March 2017

Leaders: Managing the Culture Is Your Job

Over the past few years, there has been a growing awareness among top-level executives about the impact of culture on business success. Yet the...
Call-Center-Inside-View-Feature

Inside View: Moni Smart Security

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new...
Spotlight Q and A

Solutions Q&A: InGenius

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do...
Contact Center Pipeline Magazine March 2017

Create a High-Performing Environment

If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are...
Contact Center Pipeline Magazine March 2017

Contact Center Pipeline Magazine: Inside Our March 2017 Issue

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than...
Contact Center Culture of Trust

A Culture of Trust

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched...
Work Together to Optimize Contact Center Technology

Work Together to Optimize Technology

Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology...
Creating a Successful Contact Center Culture is a Journey

Creating a Successful Culture Is a Journey

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term...