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Leading Millennial Contact Center Agents

Making the Millennial Connection: Leading Your Agents

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...
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Top 5 Posts in August

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...
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Inside View: Kristine Hartkopf, Freeman

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can...
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Top 5 Posts in July

The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...
Question and Answer with Bob Furniss Contact Center Industry Veteran

A Q&A with Bob Furniss, ICMI’s Lifetime Achievement Award Recipient

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime...
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Top 5 Posts in May

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

Despite the flurry of holiday-related activities that take place in December, and the crunch time for centers in some sectors, Pipeline readers took the...