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Call Center Authentication and Routing

5 Important Trends That Impact Contact Centers Today and into the Future

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and...
How to Elevate Your Customer and Agent Experience

How to Elevate Your Customer and Agent Experience

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
Opportunities for AI in the Contact Center

Opportunities for AI in the Contact Center

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...
What to Do When Everyone Hates Their Schedules

What to Do When Everyone Hates Their Schedules

It is rare for everyone to be happy with their schedule, but there may be changes you can make to improve the current situation. Schedules...
How to Improve Contact Center Scheduling Practices

WFM Q&A: Data Cleaning

My friend Bruce, who I met at the SWPP conference earlier this year, recently contacted me with a list of questions about cleaning raw...
Two Steps That Will Improve Your WFM Outcome

Two Steps That Will Improve Your WFM Outcome

Most of us WFMers work to achieve a service goal for every single interval of every single day. We do this by reforecasting regularly...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...
How to Improve Contact Center Scheduling Practices

How to Improve Scheduling Practices

Whether you’re generating schedules for the very first time, or you want to examine your current scheduling practices and look for improvements, I hope...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

News and Notes from the 2018 SWPP Conference Showroom Floor: A Vendor Comparison Analysis

I hit all of the vendor booths this year, collecting swag, seeing demos, playing cornhole and meeting the people behind the software. We asked...
Insights from the SWPP Workforce Management Professional of the Year Award Nominees

News and Notes from the 2018 SWPP Conference

This year’s SWPP conference was so fun—three days of binging on workforce management sessions makes us WFMers return home feeling motivated, retrained and happy....