Remote Working

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies. A Stanford University study found that...

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors offer insights on hiring and training remotely, the best ways...

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders. Our authors coach us on creating a culture of...

Our top 5 blog posts in August are very representative of the current environment we continue to find ourselves in. Our Pipeline readers are confronting the challenges remote work can bring. Candace talks of...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite...

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also been reading up on strategies to use AI to support...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to WFH, how to best lead our agents with compassion, and...

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments moved into high gear, and as executives learned that employees...

I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our very first issues of the magazine back in 2008. Just...

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You Care." Leslie published this article back in 2020, and it...

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights on trends we should expect to see for our centers...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future is Now..." Kathleen stresses the importance of agent retention, especially...

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers--writing well. The pandemic has brought...

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...

Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers embrace the new reality. Eighteen months into the COVID-19 pandemic...

Reflecting over the last two plus years, as contact centers worked remotely, learning and development (L&D) teams had to pivot so quickly to ensure that new hires, existing team members, and leadership were provided...

Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one in 1968. 1968 was the year American singer-songwriter Joe South released a song called “Games...