Contact Center Pipeline Blog

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...

Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could...

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami...

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...

For decades, the quality of products and services reigned king as the primary driver of customer loyalty and business growth. In today’s digitally driven...

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have...

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!

Publishers Note July 2018 We've seen the statistics and studies - or seen it first-hand, employee engagement is at an all-time low and continues to...