Contact Center Pipeline Blog

I have had this idiom tossed my way any number of times by my parents, my children, my husband, my bosses and my colleagues....

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...

Like the pilings of the Brooklyn Bridge or the steel and concrete foundation of a building, organizations need to rest upon solid ground. That...

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating...

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for...

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...

It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a...

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation...