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Time to Create a Better Desktop

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....

Highlights from the 2019 Challenges and Priorities Survey

With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...
Navigating the Call Center Agent Desktop

Navigating the Agent Desktop Landscape

Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...