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Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
High Absenteeism? Consider Your Agents’ “Breaking Point”

High Absenteeism? Consider Your Agents’ “Breaking Point”

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics...
Absenteeism in the Contact Center

Absenteeism Is a Pain

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....
promoting a culture of attendance

Showing Up: Understanding & Improving Attendance

Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training....