Contact Center Pipeline Blog

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....

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

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...

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...

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....

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...

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!

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,...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

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

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

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...