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Evolving Challenges Require Evolving Solutions

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from...

Are There Better Ways to Staff the Contact Center?

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...

Davy Crockett, Analytics and the New Frontier

I wasn’t planning on ever sharing this information with anyone, but we’re all friends here. Right? According to my parents, when I was a little...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...

Recruiting for the Contact Center of the Future

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly...

Can You Say Con-tin-gen-cy?

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...

Close to You

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...

The Rocket Man and a Watershed Year

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review...

Moving Forward: What Will 2021 Bring for Contact Centers?

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact...

Seven Contact Center New Year’s Resolutions for 2021

Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes...

Woe Is Me… How About You?

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you...

I’ve Looked at Clouds from Both Sides Now

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that...

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...

How to Make Work Work Again

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

Reducing Customer Service Friction

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...
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