Contact Center Pipeline

Can Voice Authentication Help Overwhelmed Agents?

Can Voice Authentication Help Overwhelmed Agents? Experience with it says yes.

Proximity Ambition and the Contact Center

Proximity Ambition and the Contact Center Land of Opportunity

Managing Talent in the Age of AI

Managing Talent in the Age of AI How best to recruit (and retain) the next-gen contact center staff.

What Is The New Normal?

What Is The New Normal? How the COVID-19 pandemic permanently changed customer interactions and environments.

Do We Need Disaster Planning?

Do We Need Disaster Planning? How contact centers can best plan and respond when disasters strike.

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done.

Preparing Your Call Center for Hurricane Season

Preparing Your Call Center for Hurricane Season Get ahead of the next natural disaster with these simple prep tips.

Staffing in the New Normal

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.

Reinventing Hiring for Speed

Reinventing Hiring for Speed Your contact center operations depend on it.

Challenging Circumstances, New Approaches

Challenging Circumstances, New Approaches Listening, focus on retention, new training methods, engagement key.

The Hiring Game Has Changed

The Hiring Game Has Changed Strategies for solving staffing issues.

QA and Coaching for Experienced Agents

QA and Coaching for Experienced Agents It is one thing to coach a new agent, another for a seasoned staffer.

Making Virtual Training Engaging

Making Virtual Training Engaging How to ensure this essential training technique is interactive and effective.

Opportunities Amidst the Challenges

Opportunities Amidst the Challenges Gamification, practice, diverse environment, and listening to agents boost training effectiveness.

Writing Home

Writing Home Why Remote Workers Need Better-Than-Average Writing Skills.

Sorry, No Magic Cure-All to Turnover

Sorry, No Magic Cure-All to Turnover A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

Adjusting Headsets for the New Normal

Adjusting Headsets for the New Normal Remote/hybrid working, health concerns, and video are changing headsets and how they are used.

Employee Experience in the Contact Center

Employee Experience in the Contact Center A Sponsored Article by Poly

The New Resource for Contact Center Staffing

The New Resource for Contact Center Staffing Individuals with disabilities who also have mobility challenges provide an excellent workforce.

Refining Remote Working

Refining Remote Working How WFH contact center employees can best engage with customers and colleagues.

Simplifying the Human Complexities

Simplifying the Human Complexities How best to manage contact center workforce challenges

7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents Remote staff are at higher risk for disengagement. How to connect with and retain your WFH agents.

26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team Find simple ways to engage your team and show that you appreciate them.

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities A work-from-home position can be life-changing for an individual with an acute or chronic illness or a disability.

How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams? A strong culture provides remote team members with a sense of belonging that can counteract feelings of isolation.

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce.

Building a Sustainable Strategy for Remote Agents

Building a Sustainable Strategy for Remote Agents A Contact Center Pipeline Blog Post on Remote Work

Why Customer Service Is Not an “Entry-Level” Position

Why Customer Service Is Not an “Entry-Level” Position As chatbots handle more routine transactions, the demand for higher-level skills is evolving the agent’s role.

Managing Emotional Labor in the Contact Center

Managing Emotional Labor in the Contact Center Are your agents “surface acting” their way toward emotional exhaustion and burnout?

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale Live chat adds a layer of unique skills that even the best phone agents may not possess.

Invest in Your Human Capital

Invest in Your Human Capital Engaged employees are your company’s greatest asset. Tips to get the maximum return on your investment.

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

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces Employers find themselves in new territory managing workers that never were (and may never be) “on-site.”

How to Make Remote Training Work for New-Hires

How to Make Remote Training Work for New-Hires 10 strategies and tools to deliver efficient and effective virtual training.

The Four Most Important Skills for Leading Hybrid Teams

The Four Most Important Skills for Leading Hybrid Teams Leading, coaching and managing hybrid teams calls for a conscious change in mindset.

Customer Service Team Appreciation in 2020

Customer Service Team Appreciation in 2020 Customer care leaders weigh in on celebrating Customer Service Week in the Year of COVID.

How to Retain and Engage Your Best Agents

How to Retain and Engage Your Best Agents Consciously create engagement through your leadership decisions. Six ideas to create a great place to work.

Recruiting for the Contact Center of the Future

Recruiting for the Contact Center of the Future Pivoting to meet a transformed world.

Avoiding Work-at-Home Virtual Shock

Avoiding Work-at-Home Virtual Shock Reengineering leadership skills for the new work-at-home contact center environment.

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

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers How to sustain high performance in new and unprecedented circumstances.

Employee Engagement: 5 Lessons from a Pandemic

Employee Engagement: 5 Lessons from a Pandemic COVID-19 has forced employers to dig deep to deliver the empathy employees deserve.

Preventing Agent Burnout

Preventing Agent Burnout Take steps to mitigate stress overload during COVID-19.

Tips for Onboarding New-Hires Remotely

Tips for Onboarding New-Hires Remotely Help new employees feel more connected by recreating the onboarding experience virtually.

Three Things Seasoned Work-From-Home Leaders Always Get Right

Three Things Seasoned Work-From-Home Leaders Always Get Right The secret sauce for making WFH hum for contact center organizations.

Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers

Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers Going back to the basics can maintain—and improve—performance during a crisis.

Four Proven Practices to Elevate the Impact of Your Online Training

Four Proven Practices to Elevate the Impact of Your Online Training Moving classroom training online requires new tools, new skills and a fresh eye to supercharge your content.

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope Embrace the lessons learned during the current crisis.

Working From Home — A Growing Necessity

Working From Home — A Growing Necessity What was once viewed as a privilege is now an essential contact center model. Competencies and practical tips for success.

Top 5 Mistakes Companies Make with Remote Work

Top 5 Mistakes Companies Make with Remote Work The trends and key learnings that companies have experienced in recent months.

Embracing Remote Work

Embracing Remote Work Smarter tools and communication are driving work-at-home program success.

Most Read

Research

What Do U.S. Customers Really Want From a Contact Center Interaction?

What Do U.S. Customers Really Want From a Contact Center Interaction?

Artificial Intelligence

Executive Interview with Cognigy's Alan Ranger

Executive Interview with Cognigy's Alan Ranger

Planning

Blueprint for a Contact Center Annual Report

Blueprint for a Contact Center Annual Report

Operations

Gazing at the Staffing Crystal Ball

Gazing at the Staffing Crystal Ball

Planning

Sun Tzu and the Art of Contact Center Planning

Sun Tzu and the Art of Contact Center Planning

Customer Effort Index

Upland 20231115

Cloud Racers

Genesys Cloud 20240826

RLZD State of CX Report

Verint CX Automation

Trends Forrester Budget Planning Guide