Three approaches to training.

Time to Review the Role of Service Level.

Applying intelligent interviewing, AQM, and IVA solutions are key.

Automation, new channels, WFH, and the Great Resignation are shaping workforce management.

Why agents went home: and why they should come back.

Executive Interview with LiveVox Founder & CEO Louis Summe

Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.

Understanding, and responding to, the center’s driving forces. (Part 1 of 2)

Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

In the post-COVID-19 contact center, cloud is a given, as is the need for holistic WFM.

Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part time from home.

Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.

The ability to resolve issues competently and quickly is a core skill set of the contact center worker.

The contact center is finally a place for investment rather than budget cuts.

Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.

These new shifting patterns made us more aggressive with our forecasting approach.

Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.

Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.

When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.