Contact Center Pipeline Blog

Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through...

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our...

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an...

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...

There might be a sticky situation buried in the way you have to treat day, night and graveyard shifts. Night shifts might pay a...

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques...

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...

Companies of all shapes and sizes have turned to contact centers for their one-of-a-kind proficiency and telecommunications experience since the conception of the call...

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first...

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...

Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned...

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...

Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating...

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending...

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...

Sennheiser has been in the business of creating high-performance audio for more than 70 years, and is one of the world’s leading manufacturers of...

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...

Are you capturing prospective customers effectively, or simply letting fate take its course, hoping to close new business using traditional approaches and metrics? How...

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The...

Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do...

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...