Contact Center Pipeline Blog

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...

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society...

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...

Every year after the start of the 2nd quarter, I begin preparing next year’s staffing models in anticipation that someone on the executive team...

Are you promoting your best agents to supervisors and managers? If so, you may be promoting to failure. Those of us in the contact center...

One of the key advantages of a voice of the customer (VoC) platform over a traditional quality monitoring (QM) program is the ability to...