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Top 5 Posts in April

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...
Minimizing Contact Center Costs

Driving Margins by Minimizing Contact Center Costs

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost...
SWPP 2017 Annual Conference Wrap-Up

Part 2: 2017 SWPP Annual Conference Wrap-up

Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...
Society of Workforce Planning Professionals

2017 SWPP Conference: News & Notes from the Vendor Showroom

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions)...
Top-5-Contact-Center-Blog-Posts

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...
Accountability of agents in the Contact Center

Accountability in the Contact Center

“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government,...
How to Create Web Chat Plan

How to Create a Blueprint for Web Chat

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like:...
10 Tips to Improve Agent Scheduling

10 Tips to Improve Agent Scheduling

Work in a contact center for any length of time and it soon becomes apparent that the largest capital expenditure is in staff. Agents...
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 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...
5 Mistakes to Avoid When Scheduling with Workforce Management - WFM

5 Mistakes to Avoid When Scheduling with WFM

Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...