Contact Center Pipeline Blog

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...

Study after study has highlighted the fact that employees don’t leave companies, they leave their bosses. The relationship that new-hires form with their managers...

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...

Understaffing is a fairly common occurrence in most contact centers, but there may be times when your center experiences a severe staffing shortage. We’re...

What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the...

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from...

Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear just how viable this...

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...