Strategies for Managing Remote Call Center Teams – Part 2
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our...
Strategies for Managing Remote Call Center Teams – Part 1
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our...
Top 5 Posts in September
This month, Michelle kicks off our top 5 with a math equation to take our CX to the next level: CX + EX + MX = TX. Read on to find out exactly what...
Connecting With Remote Colleagues: In Writing
Remote work isn’t new anymore, but we can still get better at it. We can have more productive virtual meetings. We can build personal connections with colleagues we rarely (or never) see in person....
Overcoming the Workforce Challenges
Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the right quantity at the right time who are productively providing...
Yes, There’s an App For Mobile WFM
Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment, it has become more difficult than ever for WFM analysts...
Top 5 Posts in August
Are you ready for a digital transformation in your center? If so, check out Daniel's article in this month's top 5 blog posts. He will help you to plan and execute a successful strategy....
Top 5 Posts in July
Throughout July, our readers have been deep-diving into WFM solutions with Brendan's 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an examination of chatbots and quality, with his panel of experts....
Top 5 Posts in April
Starting off our Top 5 Blog Posts in April, in honor of CCP's 15th Anniversary, Verint reflects on the evolution in customer interaction over these past 15 years. Next, Elaine shares her insights into...
Hungry for Praise
I have long admired Rodney Crowell, the songwriter behind “Shame On The Moon,” a classic from 1979. Recorded by Bob Seger in 1982, this song has been sung by many artists over the years....
What Is The New Normal?
The COVID-19 pandemic that hit over three years ago disrupted most every facet of life: including how - and where - customers and employees engage with each other.
For many businesses, including contact centers...
Top 5 Posts in March
At the top of our most read blog posts in March is Leslie's insightful article on how to incorporate checking applicants' writing skills (a most necessary requirement, particularly in today's landscape) in your hiring...
Back to the Future
In honor of Contact Center Pipeline’s 15th anniversary, this article focuses on key trends over the past fifteen years. I have been a part of the contact center industry since 1975. Over the years,...
Surprises and Delights
Congratulations to Linda Harden and the entire team at Contact Center Pipeline on 15 game-changing years! There are only a few comprehensive monthly magazines for contact center professionals, and this one is at the...
Top 10 Blog Posts of All Time
In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent the most popular topics viewed on our blog in our...
Top 5 Posts in February
Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...
Do We Need Disaster Planning?
Disasters can and will strike at any time, anywhere. Call centers must be prepared, first and foremost, to protect the lives of employees and, secondarily, to ensure information and service to customers who would...
A Conversation on Coaching and Training
As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many other industry professionals.
No matter what type, function, size, or...
Tuning the CX Engine
Contact centers are the engines of the customer experience (CX). They move the CX forward with skilled agent drivers at the wheels guiding the vehicles and adapting to conditions to help customers get to...
Top 5 Posts in January
Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...
