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Contact Center Survey

Findings from the Frontline Supervisor Survey

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...
Top-5-Contact-Center-Blog-Posts

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...
Quality Monitoring in the Contact Center

Bringing Quality Monitoring into the Heart of the Contact Center

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques...
Contact Center Culture of Trust

A Culture of Trust

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Top-5-Contact-Center-Blog-Posts

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 3)

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
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...
Use Technology to Optimize Contact Center Staff

Use Technology to Optimize Staff

If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...
Executive Talk Interview with Chris Shortallvideo

Executive Talk: Chris Shortall, Destination XL Group

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their...
Conversing or Transacting in the Contact Center

Conversing or Transacting?

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. service, virtual vs. brick and mortar, small vs....
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in June

Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included...
Speech Analytics and Quality Monitoring

Speech Analytics and Quality Monitoring

Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...