Inside View: Nate Brown, UL EHS Sustainability

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

Please Don’t Shoot the Messenger!

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...

Contact Center Pipeline Magazine: Inside Our December 2018 Issue

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
How to Improve Contact Center Scheduling Practices

Identifying the Right Workforce Manager Candidate

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...
Create Safety in Your Contact Center

Create Safety or You’ll Never Get Performance

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

Wishing All of Our Readers a Happy Thanksgiving!

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

Taking a Deep Dive into FCR

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,...

Contact Center Cost Models Help Quantify ROI

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...
Contact Center Thieves and Holiday Hackers

Thwarting Thieves and Hindering Holiday Hackers

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...
How AI will Change Contact Center Work

How AI Will Change the Nature of Contact Center Work

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...

CX Satisfaction Starts with Your Brand Advocates

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...