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Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around...
The Making of a Contact Center Superagent

The Making of a Contact Center Superagent

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...
Executive Talk Interview with James J White

Executive Talk: Jim White, Santander Bank

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in...