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...
Spotlight Q and A

Solutions Q&A: FrontLine Group

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest...
Association Spotlight: Professional Association for Customer Engagement (PACE)

Association Spotlight: Professional Association for Customer Engagement (PACE)

The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel...
Cloud based phone system app

The Phone System App

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system into the building. Ours...
Call-Center-Inside-View-Feature

Inside View: Eileen Campbell, Horizon Utilities

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers....
Sponsored Post by InGenius

InGenius

InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems...
The Cold Shoulder of Customer Care

The Cold Shoulder of Customer Care

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
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...