Pipeline Guest Post
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.
5 Mistakes to Avoid When Scheduling with WFM
Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was. WFM helps...
Skills-Based Routing: Assess the Impact of Crosstraining on Service Level
Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured...
Pondering the Power of Real-time Speech Analytics?
Do you listen to your customers in real-time? What types of things do you need to know about what’s happening now versus reviewing post-call...
Experimentation… Why Not?
Humans learn things in a variety of ways that span the range from formal to accidental. School is a formal way to learn. There...
A Guide to Determining Staffing Needs
There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership....
The 3 Winning Data Strategies for Contact Center Success
Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...
10 Survival Tips for Call Center Agents in 2016
It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up,...
