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Top 10 Posts of 2017

Top 10 Posts of 2017

The end of December is a great time to reflect on the past year. It's also a time when I like to dip into...

Top 5 Posts in May

Despite a lot of industry conference activity in May (or possibly because of), Pipeline readers found the time to read about contact center cost...
Minimizing Contact Center Costs

Driving Margins by Minimizing Contact Center Costs

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost...
Training Budget Part2

The Cost of Attrition

It’s been a busy few weeks, so I wanted to follow up on a couple of questions I received at the SWPP Conference around...
Long Term Cost Management

Long-Term Cost Management

Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with...