Contact Center Pipeline Blog

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to...

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments...

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

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...