Innovative Training for the Contact Center

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

Voice-First Experiences Offer Help in the Moment

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...

Inside View: Michael Rotter, Aerotek

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...

Are You Ready, Willing and Able for Digital Access?

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...

It All Begins with Good Health

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...
Innovative Training for the Contact Center

Contact Center Pipeline Magazine: Inside Our February 2019 Issue

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

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...

Contact Center Challenges & Priorities for 2019

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

7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s...

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...
How to Improve Contact Center Scheduling Practices

How to Make Contact Center Schedules Compliant

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...
Contact Center Technology Trends 2019

Four Key Contact Center Technologies for 2019

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...
The Ball is in Your Court

The Ball Is in Your Court

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