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Contact Center Hiring & Retention: Using AI to Predict Better Job Candidates

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...

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...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
2018 Contact Center Technology Survey Reveals Critical Needs

2018 Contact Center Technology Survey Reveals Critical Needs

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...
Technology: The Catalyst for Service Excellence

Technology: The Catalyst for Service Excellence

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
Contact Center Technology Worth Following

Technology Worth Following

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in May

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...
Smart Call Center Technology Decisions in a Changing Customer Service Market

Smart Technology Decisions in a Changing Market

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or...
Key Metrics to Include in Your Call Center Omnichannel Strategy

What You Need to Know About Omnichannel

In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to...