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...
Contact Center Agent Retention

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in April

Workforce management tips and takeaways were the topics on the Pipeline blog in April. WFM expert Tiffany LaReau’s insightful notes from the SWPP conference...
Disaster Planning tips for the Contact Center

Consider the Human Factor in Disaster Planning

When a disaster strikes, senior leadership must act quickly and decisively to protect the business and keep it operating. For employees, though, concerns are...
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...
NorthEast Contact Center Forum

The Largest Call Center Association in the NorthEast!

Have you heard about the largest Call Center Association in the NorthEast? You may not be familiar with the NorthEast Contact Center Forum (NECCF),...
Call-Center-Inside-View-Feature

Inside View: Matt Medina, Dun & Bradstreet Emerging Businesses

Launching a contact center is like a juggling act. You may want to start simply by throwing and catching one ball correctly, but soon...
Make Your Contact Center Smartphone Friendly

Time to Make Your Contact Center Smartphone Friendly

Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Listening? Yes I Am. Great, Now Act on What You Heard from...

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in...
Talk is Cheap - Or is it?

Talk Is Cheap… Or Is It?

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...
SWPP 2017 Annual Conference Wrap-Up

Part 2: 2017 SWPP Annual Conference Wrap-up

Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...