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Resiliency in the Age of Pandemic

As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on...
2020 Sponsor Wall of Fame

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Customer Contact Strategies CEO/Founder: Michele Rowan When founded: 2009 Describe your company: We help companies design/expand their work-at-home programs for contact centers via custom...
Failure Points for work at home call center agent programs

Top 3 Failure Points for Work-at-Home Programs

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now...
Home Working

Home-Agent Programs: 4 Common Mistakes

While the advantages of home-agent programs are undeniable, if your model is not well-defined, you’ll likely find yourself running into a few stumbling blocks...
Home Working

Five Critical Success Factors for Home Working

Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within...
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....