Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support

Contact Center Pipeline Magazine: Inside Our August 2018 Issue

It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact...
Contact Center Agent Retention

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged...
Supporting Digital Natives

Contact Center Pipeline Magazine: Inside Our November 2016 Issue

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...
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 March 2019 Issue Cover

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our...
Planning for a Disaster in the Contact Center

Contact Center Pipeline Magazine: Inside Our April 2017 Issue

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all...
Contact Center Pipeline September 2017 Issue

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The...
Contact Center Pipeline Magazine - Inside Our September 2018 Issue

Contact Center Pipeline Magazine: Inside Our September 2018 Issue

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
August 2016 issue of Contact Center Pipeline Magazine Agent Appreciation

Contact Center Pipeline Magazine: Inside Our August 2016 Issue

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees...
How AI will Change Contact Center Work

Contact Center Pipeline Magazine: Inside Our November 2018 Issue

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends...
The Digital Workplace

Contact Center Pipeline Magazine: Inside Our October 2016 Issue

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...