Operations

Hungry for Praise

Hungry for Praise Building a culture of praise and recognition. Strategy Culture People Development Recognition Remote Work Operations

Tuning the CX Engine

Tuning the CX Engine How you train then coach your agents keeps your contact center on the road. People Development Technology Artificial Intelligence Remote Work Operations

Is Work From Home the New Normal?

Is Work From Home the New Normal? COVID-19 sent workers (like agents) home, but will they stay there? Operations People Remote Work Operations

Going Home for Talent

Going Home for Talent Providing remote work is a necessity, not an option. People Hiring Development Technology Artificial Intelligence Remote Work Operations

Understanding GigCX

Understanding GigCX GigCX promises scalable excellent service but how does it work? People Remote Work Operations

Exploring the Future of Work

Exploring the Future of Work Why hybrid/remote including gig working is becoming the new norm. Strategy People Hiring Workplace Environment Remote Work Operations

Transforming the Support CX with Video

Transforming the Support CX with Video How these tools enable effective support from agents at home. Strategy Customer Experience Technology Artificial Intelligence Remote Work Operations

Hearing the Need for Audio Quality

Hearing the Need for Audio Quality Is audio the missing piece in the call center concentrations crisis? People Workplace Environment Technology Remote Work Operations

Key Trends in Agent Productivity

Key Trends in Agent Productivity How contact centers can get on top of critical operations factors. Operations Strategy People Technology Artificial Intelligence Remote Work Operations

It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience Is a complicated desktop hindering your agents? Customer Experience Technology Artificial Intelligence Remote Work Operations

Enabling Productive Solutions

Enabling Productive Solutions Digital channels, stronger CX focus, and WFA/WFH are changing the employee experiences. Operations Workforce Management Strategy Customer Experience People Performance Management Technology Software Platforms Artificial Intelligence Remote Work Operations Technology Vendor Roundtable

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. Member Exclusive Trending Operations Workforce Management Strategy Customer Experience People Technology Training and development Remote Work Operations Editor's Picks Member Exclusive

Updating the Employee Playbook

Updating the Employee Playbook Several evolving trends that are forcing management changes. Operations Strategy Customer Experience People Turnover Technology Remote Work Operations

Winning Customer and Employee Support

Winning Customer and Employee Support Here’s how Virgin Pulse won four top CCW awards. Operations Workforce Management Strategy Customer Experience People Culture Technology Remote Work Operations Case Study

Work From Home vs. Hybrid?

Work From Home vs. Hybrid? What Will Contact Centers Decide Operations Strategy People Remote Work Operations

Safely Continuing Customer Contact

Safely Continuing Customer Contact How contact centers can lower disaster risks in the new normal. Operations Strategy Technology Remote Work Operations Editor's Picks

Three Ways to Assure Business Continuity

Three Ways to Assure Business Continuity Self-service, automation, and testing key: and critical. Operations People Technology Self-Service Remote Work Operations

How to be Great in Workforce Management

How to be Great in Workforce Management Three approaches to training. Operations Workforce Management People Development Technology Remote Work Operations

Steering around the Staffing Rapids

Steering around the Staffing Rapids New legislation targets implicit biases, potential harmful technology. Operations People Hiring Technology Artificial Intelligence Remote Work Operations

Should Agents Work from Home?

Should Agents Work from Home? Why agents went home: and why they should come back. Operations Workforce Management Collaboration Strategy People Technology Artificial Intelligence Remote Work Operations

Contact Center Pipeline Current Issue

CURRENT ISSUE: November 2023

Learning from the Customers

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