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Score with Rapport!

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...
Contact Center Pipeline Author Wall of Fame

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline's AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their...
Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos...
Lost in the Labyrinth: Contact Center Visionary or Radical?

Lost in the Labyrinth: Visionary or Radical?

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Contact Center Leaders Creating Actionable Knowledge

Creating Actionable Knowledge

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take...
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