Tag: work environment

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...

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead...

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in...

July was a busy month with lots of activity on the Pipeline blog. The top topics on contact center folks’ summer reading lists included...