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...

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is...

Pay is a critical consideration for most contact center employees in whether they stay or leave, and how they view their role—and many managers...

People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline...

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions...

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...

In a business sense, culture is defined (by Merriam-Webster) as “the set of shared attitudes, values, goals and practices that characterizes an institution or...

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...

In centers that suffer from high absenteeism, you'll typically find disengaged supervisors. Like agents, supervisors who are performing the same coaching tasks day in...

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much”...

It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up,...

Every contact center should have a comprehensive recovery plan for the “typical” disaster. Whether caused by fire, flood, earthquake or other similar event, being...

The millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be...

These seven New Year’s resolutions will give you a head start in making 2016 your best year ever! 1. I will remember that customer calls...

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...

A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a...

Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...