CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....

Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...

Revisiting Contact Center Schedule Adherence

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...
Inside View Jerri Pigg-Shoemake

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....

Contact Center Vendors: A Memo About Your Demo

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments...
Happy 4th of July

Happy Fourth from Pipeline!

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!
July 2019 Feature Cover Image, Contact Center Pipeline

Contact Center Pipeline Magazine: Inside Our July 2019 Issue

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...

Engage Your Agents to Turn Around an Underperforming Contact Center

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June...

Managing Different Personalities in the Contact Center: The Platinum Rule

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

Leveraging the Voice of the Employee to Improve Engagement

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...