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Inside View Jerri Pigg-Shoemake

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

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 Vendors: A Memo About Your Demo

Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments...
July 2019 Feature Cover Image, Contact Center Pipeline

Contact Center Pipeline Magazine: Inside Our July 2019 Issue

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day,...
Call-Center-Inside-View-Feature

A Call Center and Nonprofit Partnership Connects Homeless with Jobs

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development....
Contact Center Trends - Millennials

Hot Trends Impacting Contact Centers: Millennials

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...
Contact Center Agent Retention

Agent Turnover Still No. 1 Challenge for Contact Centers

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion...
Credit Union Contact Center Survey Results

Credit Union Contact Center Benchmarking Survey: The Results Are In

Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in August

Curious about the most popular topics that contact center professionals were reading in August? Take a look at our top 5 posts for the...
Customer Segmentation in the Contact Center

Why You Need to Perform Customer Segmentation at Your Contact Center

You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your...
Home Agents

Home Agents: 4 Tips for Building a Cohesive Team Culture

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....
Promoting a Culture of Recognition

Promoting a Culture of Recognition

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...