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Voice in the Contact Center: The Heart of the Matter

On his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of...
Inside View: Suzette Robinette, Hiway Federal Credit Union

Inside View: Suzette Robinette, Hiway Federal Credit Union

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

KISS Method: “Keep it Simple with Speech”

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...
7 Steps to Superior CX

7 Steps to Superior CX

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Customer Experience… Mystery, Myth, Mission or Magic?

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...
3 Easy Agent Appreciation Ideas

3 Easy Ways to Appreciate Your Agents During Customer Service Week

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition,...
Workforce Management Evolution

Workforce Management Evolution

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...
Contact Center Metrics Roundup

Contact Center Pipeline Magazine: Inside Our October 2019 Issue

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so...

The Latest Trends in Quality Assurance

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and...

Inside View: Costa Del Mar

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...

Eight Days a Week: The Always-On Contact Center

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on...