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The Top 5 Posts in March

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference,...
Irate Caller

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire...
Frontline Coaches

Frontline Coaches: Ask Don’t Tell

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive...
Contact Center Pipeline Blog