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The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar. It's also the type of information that holds great appeal...

Happy New Year! Many of us welcome the new year by reflecting on the past one. What were the hot topics for contact center professionals over the last 12 months? How will that influence...

This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around people and technology, including how to use praise as a...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll enjoy our top 5 most popular blog posts in November—from...

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center....

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and long-term trends will have the most impact on customer care...

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day. If you missed any...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some of the insightful content published on the Pipeline blog, the...

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June included a look at work-life balance challenges in the contact...

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal of interest in a mix of topics from familiar management...

April is automation month. While that’s not an actual observance, automation-related topics definitely piqued the interest of our readers this month. Our recent chatbot series took the top two spots with advice from industry...

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past month included topics on training tools, WFM tips to ensure...

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 on technology, customer service trends, the supervisor’s role, tackling absenteeism...

It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog...

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center...

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers took advantage of their spare moments this month to catch...

What’s not to like about October… fall foliage, pumpkin spice lattes, Halloween and, in the industry, Customer Service Week. Our top 5 blog posts of the month included a collection of CSW-friendly recognition tips,...

Happy Customer Service Week! No doubt you’ve already planned a week-long celebration for your customer care team that includes daily activities and recognition for their dedication and hard work. If you need a few...

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the work environment. Our five most-read blog posts in September included...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this month was all about people. Our most-read posts in August...