Where to Call and Contact?
When contact centers seek to source their employees, once they have decided which, if any, of their agents will be outsourced, the choices have...
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....
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....
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 +...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
