Contact Center Pipeline

Moving Forward: What Will 2023 Bring for Contact Centers?

Moving Forward: What Will 2023 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.

Staffing in the New Normal

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

The Hard, Hidden Costs of Attrition

The Hard, Hidden Costs of Attrition Why retaining contact center staff must be your bottom-line top priority.

Challenging Circumstances, New Approaches

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

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan Don’t let a technical glitch interrupt the learning process.

5 Best Practices for Designing a Successful Training Program

5 Best Practices for Designing a Successful Training Program Techniques to develop agents’ skills with minimum cost and maximum effectiveness.

Training Vs. Coaching: Which Is Better?

Training Vs. Coaching: Which Is Better? 4 keys to choosing the right strategy for your agents.

The Secret to Training Seasonal Agents

The Secret to Training Seasonal Agents 10 tips to ensure a consistent customer experience.

Building Your Training Team from the Ground Up

Building Your Training Team from the Ground Up A Sponsored Article by inContact

5 Elements of a Successful Virtual Training Model

5 Elements of a Successful Virtual Training Model E-learning offers great benefits for call centers. Here’s how to get started.

Decrease Attrition Through Training Done Right

Decrease Attrition Through Training Done Right A planned, balanced training approach leads to more consistent service delivery and higher job satisfaction.

Training Agents for Social Customer Care

Training Agents for Social Customer Care Guidelines and pointers for developing an effective social service training program.

Inside View: Cross Country Home Services

Inside View: Cross Country Home Services An innovative leadership development program provides emerging leaders with a holistic view of the customer experience.

Training: The Times, They Are A’Changing

Training: The Times, They Are A’Changing Brain science research has identified cognitive strategies to improve knowledge retention and learning engagement.

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

Turnover

Beyond the Paycheck

Beyond the Paycheck

GartnerMQ

Upland 20231115

Cloud Racers

Genesys Cloud 20240826

Customer Effort Index

Verint CX Automation

GartnerMQ