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The Future of the Contact Center

We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which...

Four Ways to Attract and Retain Millennial Agents

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...
July 2019 Feature Cover Image, Contact Center Pipeline

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....
Contact Center Schedule Adherence

Revisiting Contact Center Schedule Adherence

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...

It’s Time to Bid Farewell to Excel-based WFO

Contact centers need performance management tools to manage their operations. Too often, the dominant “tool” is Excel. Unfortunately, when individuals export and manipulate data...
How to Improve Contact Center Scheduling Practices

How to Make Contact Center Schedules Compliant

We spend a lot of time talking about schedule compliance, but that conversation is usually restricted to how well agents adhere to their own...
Absenteeism in the Contact Center

Absenteeism Is a Pain

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....
Top Contact Center Workforce Management Blog Posts 2018

Top 5 Workforce Management Posts in 2018

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
How to Improve Contact Center Scheduling Practices

Identifying the Right Workforce Manager Candidate

The more career-centered workforce managers I meet, the more alike I notice that we all are. We share the same traits, with experience level...
Planning in the Contact Center

Plan and Measure = Pleasure

Like all humans, contact center leaders are driven by the brain’s insatiable desire to experience PLEASURE and in so doing avoid PAIN! I think...
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...