Contact Center Pipeline Blog

Frontline agents are under pressure to perform in a role that has become increasingly challenging due to more complex products and services, constantly updating...

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high...

Ready, willing and able is a self-explanatory idiom that describes an enthusiastic, well-prepared and eager response to change. Changes are abundant as we continue...

If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health...

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every...

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics...

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing...

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s...

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....