Seven Ways the Pandemic Affected My WFM Role

2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...

Score with Rapport!

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...
Data Security

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

During the summer of the COVID pandemic, sudden urgency emerged to get everyone home safely. Massive amounts of on-site agents were suddenly sent home...

Wishing All of Our Readers a Safe and 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...

Inside View: Sweetwater Founder & CEO Chuck Surack

In 1979, when musician and entrepreneur Chuck Surack founded Sweetwater Sound, a mobile recording studio in the back of his VW bus, he never...

Align Business, Contact Center and Technology Strategies

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations...

Tips for Onboarding New-Hires Remotely

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been...

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often...
Contact Center Pipeline Wall of Fame

Meet NICE inContact: Our November 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: NICE inContact CEO: Paul Jarman When Founded: 1997 Describe your company: NICE inContact, a NICE business, works with organizations of all sizes to create...