Remote Working

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....

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...

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...

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,...

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...

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...

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...

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...

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...

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...

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...

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to year, we largely have the same core focuses: our people,...

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out there it can become quite overwhelming to navigate. Our authors...

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots. First, Afshan and Mike share some...

This month, our readers have strongly focused on moving forward in our new hybrid/remote work environments. Rama enlightens us on how video technologies can improve both the employee's remote work experience and the customer's...

There have been considerable conversations about the Gig Economy and gig working i.e., freelance, on-demand, over the past few years. But what is gig about for contact centers? And what is its benefits and...

The past few years have been turbulent for the customer experience (CX) industry. It all started with the COVID-19 pandemic, which forced three million U.S. contact center employees to work from home in a...