Contact Center Pipeline Blog

Success will come at the C-level when it is realized that the contact center is no longer simply a source of implementing technology and...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...

This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy....

There are few things in life that inspire as much passion as travel. It has the power to change perspectives and transform lives. That’s...

The 2018 SWPP Annual Conference in Nashville kicked off on Sunday, June 3rd. I love the all-WFM-all-the-time format of this conference. Every break, every...

What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events....

May has always seemed like a really packed month to me. There is so much going on—graduations, weddings, conferences, Mother’s Day, Cinco de Mayo,...

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...

Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These...