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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...
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Top 5 Posts in March

March definitely came in like a lion in many parts of the country. But when the weather is lousy, it’s a good time to...
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...
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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...
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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...
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...
Contact Center Pipeline Magazine Inside Our February 2017 Issue

Contact Center Pipeline Magazine: Inside Our February 2017 Issue

February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and...
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Top 5 Posts in January

January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 4)

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
Contact Center Pipeline Magazine Inside Our January 2017 Issue

Contact Center Pipeline Magazine: Inside Our January 2017 Issue

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: One Word That Infuriates Customers (and You Use It...

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...
Top 5 Contact Center Case Studies for 2016

Top 5 Inside View Posts for 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing...