Contact Center Pipeline Blog

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition,...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and...

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...