Contact Center Pipeline Blog

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some...

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...

WITH DEBORAH GEFTEAS “Time flies when you’re having fun” is an idiom quite familiar to anyone that has been to a great party, family event,...

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center....

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a...

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can...

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and...

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...

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...

Welcome to the first of five installments of our Differentiator series. In this group of articles, it is our goal to go beyond the...

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role...

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV...

A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless...

We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of...

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion...

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers....

Every organization is different, and one area where those differences are very pronounced is the value that the highest placed leaders apply to the...

As mentioned in a previous post, developing a people-centric disaster plan should be a collaborative effort that takes place before a disaster strikes. During...

Thank you for calling, your call is important to us, please wait for the next available agent… ♪ The contact center credo is simple: When...

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...

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...

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

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

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

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