Contact Center Pipeline Blog

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times:...

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools...

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily...

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young...

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees...

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company:...

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...