Contact Center Pipeline Blog

Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has...

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to...

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire...

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of...

Today is National Employee Appreciation Day. It's a day to show your staff how much you appreciate the value that they contribute to your...

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and...

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper...

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the "60 Ideas in 60 minutes" session: Penny Reynolds was transcribing...

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and...