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Pipeline Guest Post

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Interested in contributing a guest column to the Pipeline blog? We welcome instructional posts on contact center business strategy, staffing, customer experience, operations management, performance management, training & development and technology. Email your topic or story idea to Susan Hash at susan[at]contactcenterpipeline[dot]com.
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...
Call Center Authentication and Routing

5 Important Trends That Impact Contact Centers Today and into the Future

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...
2018 Contact Center Technology Survey Reveals Critical Needs

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center...
Recognizing and Appreciating Others

Recognizing and Appreciating Others

In today’s world of social media, digital self-service, chatbots and AI, your frontline customer care agents are the voice of your brand and your...
The Evolution of Customer Service

The Evolution of Customer Service: Landline to AI

Back in the day when you had to call for a cab instead of opening up the Uber or Lyft app, the only way...
Letting Customers Depart Gracefully

Letting Customers Depart Gracefully

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK, we...
Unlock Your Employee Engagement Potential

Unlock Your Employee Engagement Potential

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
Four Best Practices for Onboarding New Contact Center Employees

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...
Now Entering the Workforce: Rethinking Jobs for Gen Z

Now Entering the Workforce: Rethinking Jobs for Gen Z

Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...
How to Create the Right Forecast to Drive Customer Experience Success

The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience...

Few words carry as much weight for workforce management (WFM) professionals as forecasting. Nothing else has the power to simultaneously elevate and torpedo the...
Reaching Millennials Through Authentic Omnichannel Experiences

Reaching Millennials Through Authentic Omnichannel Experiences

As the first generation raised on the internet, millennials’ experience with technology has rewritten the playbook on how to create unique and exceptional customer...