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Contact Center Pipeline Magazine, January 2020

Power to the People: 5 Ways to Elevate the Agent Experience

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...
Contact Center Pipeline Magazine, January 2020

Improving the Agent Experience

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...
Improving the Agent Experience, Contact Center Pipeline Magazine, January 2020

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...
Inside View, Debbie Nagy, Dow Jones & Co

Inside View: Debbie Nagy, Dow Jones & Co.

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

Is Your Contact Center a Fantasyland… Or Not?

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic...
Contact Center Metrics Roundup of 12 Top KPIs

Contact Center Metrics Roundup

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....

How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...

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...
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...

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...