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The Magazine for Contact Center Professionals

Contact Center industry information
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"Offering access to Contact Center Pipeline empowers our customer service management teams at our multi-site centers."

Amanda
Insurance/Financial Services Company

I have 25 years management experience in contact centers and find the articles that are published both interesting and informative. Highly recomended.

Bill Hartline
Subscriber #1,

2009

February
Featured Article

Upgrade Your Customer Surveys

Seven practices to encourage customer participation.

Nothing Ventured, Nothing Gained

Create a plan of action to move out of the safety zone and progress toward your goals

Current Issue

Turning Up the Heat on the Contact Center: A Fireside Chat

An informal state-of-the-industry discussion with Verint’s Ryan Hollenbeck.

Inside View: Televerde’s Prison Workforce Development Program

Providing training, development and job opportunities for incarcerated women produces lasting impact for individuals, families and state economies.

Why Online Scripting Is So Important to Your Call Center Success

A sponsored article by CallShaper

How to Implement CCPA Without Impacting Customer Service

No one likes to jump through hoops to get the information they’re looking for, so if the identity verification process is rife with unnecessary speed bumps, customer experience is going to...

Things I Wish Someone Would Invent

I’ve been around the telecommunications industry for a very long time, and I’ve seen many successful products and software solutions that were once thought impossible.

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

This new uber-heterogenous mix of full-time, part-time, contract and virtual agents has made the sheer act of scheduling center resources exponentially more difficult and complex.

Boost ROI by Enhancing Agent Performance

With the right knowledge and tools, companies can provide great mentoring for all their CSRs even if large numbers of people need to be mentored simultaneously.