Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...

Training programs for home-based agents, especially new-hires, should include ongoing personal contact with a support team member—a supervisor, team leader or senior agent—who they...

You send your frontline leaders to all the requisite classes as dictated by the corporate office. You get them through the seven-part online series...

Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned...

Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of...

Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and...

As an industry, we have much to offer our communities and the global world of business. Our leadership in customer service practices and technology...

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...

The tightening job market and an increase in the minimum wage have contributed to upward pressure on agent pay. In the last 12 to...

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...

Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and...

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now...

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into this industry. I had just...

Service is delivered through people. Despite all the advanced technology and Six Sigma processes that we institute in our contact centers, the frontline agent...

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...

Some of the best lessons about customer service happen when you are the customer. In my case, I spent 20 years as a loyal...

While many top-performing contact center agents desire opportunities for growth and development, it doesn’t necessarily mean that they’re cut out to be supervisors or...

If your livelihood depends on the sales or service of WFM technology, calm down. Despite the title of this article, your occupation is safe....

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or...

Contact center leaders with the ability to embrace change and align functions across the enterprise play a key role in driving customer-centric change. But,...

We all know Automatic Number Identification (ANI). You may recognize it better by the consumer-oriented term “caller ID.” While these two services are technically...

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...