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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...
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....
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...
Top-5-Contact-Center-Blog-Posts

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...
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...
Top 5 Contact Center Interviews for 2016

Top 5 Executive Talk Videos for 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at...
Top 10 Contact Center Blog Posts for 2016

Top 10 Posts for 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts...
The Hurrier I Go The Behinder I Get Idiom

The Hurrier I Go, the Behinder I Get

This simple phrase was on a plaque in my home when I was growing up. For the longest time, I just couldn’t make sense...
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Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...
On the Road to Customer-Centricity in the Contact Center

Contact Center Pipeline Magazine: Inside Our December 2016 Issue

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Get Support from Other Functions

Departmental silos will stop a customer service initiative dead in its tracks. Silos also throw wrenches into daily service delivery goals when the contact...