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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....
Top 10 Contact Center Blog Posts for 2016

Top 10 Posts for 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in February

The top blog posts in February ran the gamut from a look at the “plan it, prove it” concept to explain WFM to execs,...
What, if any, value are contact centers getting from Net Promoter Score, NPS.

To NPS or Not NPS

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...