How to Write for Your Audience(s)

How to Write for Your Audience(s)

For contact center managers, “workplace writing” is never just one thing. Some days, you’re writing a high-stakes budget proposal to senior managers. Other days,...
Helping Leaders Helping Agents Helping Customers

Helping Leaders Helping Agents Helping Customers

There are a variety of different ways customers can contact businesses when they have a complaint or concern. In a 2022 survey from Salesforce,...
Pipeline Puzzle

February Pipeline Puzzle: WFMers Love Acronyms!

Tune in on Friday for the answers!
A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm

If there’s a follow-up question, I will go on to explain that we accomplish this by carefully generating accurate forecasts with creative schedules, and...
Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing

Employees aren’t going back to the way it was before the COVID-19 pandemic. And as the business climate continues to change, companies are reevaluating...
A Conversation on Coaching and Training

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

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...
Overcoming the Workforce Challenges

Contact Center Pipeline Magazine: Inside Our February 2024 Issue

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them,...
Contact Center Pipeline Top 5 Blog Posts

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...
Pipeline Puzzle

January Pipeline Puzzle: Permanent Vacation

Tune in on Thursday for the answers!
Answering the Call

Answering the Call

Contact centers seamlessly bridge the gap between companies and customers, forging strong connections across multiple channels. Operating at the intersection of cutting-edge technology, relentless...
Why WFM Matters

Why WFM Matters

After being in WFM for over 15 years I’ve come up with a few answers to “So what do you do?” If I want...
Contact Center Leadership Tunnel Vision

Contact Center Leadership Tunnel Vision

Tunnel Vision is defined as “the tendency to look at things from only one point of view; prejudice or narrow-mindedness.” A single point of...
Taking WFM to the Cloud

Taking WFM to the Cloud

The cloud has become a viable, established, reliable, and flexible environment for contact center workforce management (WFM) applications. One that has proven itself during...
Hearing Changes in the Customer Voice

Hearing Changes in the Customer Voice

Contact centers are looking for ways to take advantage of the customer experience (CX) insights that can come from voice of the customer (VoC)...
Make Unlearning and Adapting a 2024 Resolution

Make Unlearning and Adapting a 2024 Resolution

New year, new goals, new learning: and lots of unlearning! The challenge to find top-tiered, engaged talent has never been tougher than this point in...
Tuning Your Training and Coaching

Tuning Your Training and Coaching

In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers....
12 Tips for Effective Coaching

12 Tips for Effective Coaching

Why is coaching important? Coaching has a direct impact on individual agent performance. But it also affects overall customer experience (CX). One poorly coached agent...
Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The...
Contact Center Leadership

Contact Center Leadership

Game Plan was a pinball manufacturer that produced pinball tables from 1978 to 1985. It was a subsidiary of AES Technology Systems and was...
Moving Forward: What Will 2024 Bring For Contact Centers?

Contact Center Pipeline Magazine: Inside Our January 2024 Issue

There is just something special about the first days of a new year. I sit here this morning, writing my message to you for...
Happy New Year's!

Happy New Year!

As we say goodbye to the old year and welcome the new, I want to send my warmest wishes to all of you. May...
Top 10 Blog Posts of 2023

Top 10 Blog Posts of 2023

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out...
Pipeline Puzzle

December Pipeline Puzzle: Time Is on My Side

Tune in tomorrow for the answers!