Contact Center Pipeline Blog

In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second...

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to...

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....