Contact Center Pipeline Blog

Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was...

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a...

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...

The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level...

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company...

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...

No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today,...

Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of...

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations...