Adding Fuel to the Fire

Adding Fuel to the Fire

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...
Contact Center Volume Reduction Is a Multichannel Opportunity

Volume Reduction Is a Multichannel Opportunity

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...
Two Steps That Will Improve Your WFM Outcome

Two Steps That Will Improve Your WFM Outcome

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

Customer Satisfaction Survey Erosion

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...

Inside View: Adriana Thompson, Buildasign.com

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

Contact Centers: The Secret to Business Intelligence

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami...
Lost in the Labyrinth: Contact Center Visionary or Radical?

Lost in the Labyrinth: Visionary or Radical?

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...
Contact Center Executive Outlook on Employee Engagement

Contact Center Executive Outlook on Employee Engagement

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...
Customer Experience Can Drive Topline and Bottomline Growth

How Customer Experience Can Drive Topline and Bottomline Growth

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...
Call-Center-Inside-View-Feature

Inside View: Delta Vacations’ Customer Engagement Center

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...
Happy 4th of July

Happy Fourth from Pipeline!

We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July!
Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline Magazine: Inside Our July 2018 Issue

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...