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Contact Center Thieves and Holiday Hackers

Thwarting Thieves and Hindering Holiday Hackers

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through...
Happy Holidays from Contact Center Pipeline

Happy Holidays!

Wishing all of our readers a safe and happy holiday season, and a prosperous new year!
Handling Holiday Returns and Cancellations in the Contact Center

How to Handle Post-Holiday Returns & Cancellations

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company...

Subscribe 2018 Holiday Offer

Get 12-months of Pipeline Magazine – FREE It's Our Way of Saying Thank-you For Another Great Year! End-of-Year Letter From the Publisher As the year draws to...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Show Appreciation for Agents Working Holidays

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will...
Workforce Management 4th of July

2015 Tricky Holiday Winner: Independence Day

Every year, we Workforce Managers get to play with unique and exciting situations around holidays. This year the special one to look out for...

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

Improving Contact Center Operations: Happiness All Around to a “T”

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

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...
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 Pipeline Magazine: Inside Our January 2019 Issue

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...