Contact Center Pipeline Blog

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...

I want to talk a little about why service metrics (e.g., Service Level, ASA, Abandon Rate or Max Delay) are so important and why...

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...

Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading...

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...

No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...