Contact Center Pipeline

Planning

Blueprint for a Contact Center Annual Report

Planning
Blueprint for a Contact Center Annual Report
by: Kathleen Peterson
Content topics to consider for crafting a powerful Report.

Sun Tzu and the Art of Contact Center Planning

Planning
Sun Tzu and the Art of Contact Center Planning
by: Ric Kosiba, Ph.D
How strategic use of WFM can manage your center.

Navigating the Training Maze

Turnover
Navigating the Training Maze
by: Mark Pereira
How to steer around the challenges of building a resilient team.

The Contact Center Heroes Without Capes

Development
The Contact Center Heroes Without Capes
by: Shane Devitt
How working effectively with consultants can help drive success.

Contact Center Vital Signs

Hiring
Contact Center Vital Signs
by: Marilyn Saulnier
Top five recommendations for success and advancement.

Staying on the Same Wavelength

Planning
Staying on the Same Wavelength
by: Kathleen Peterson
The power of operational perspective.

Strategies for Promoting Contact Center Value and Visibility

Planning
Strategies for Promoting Contact Center Value and Visibility
by: Kathleen Peterson
It’s time to be proactive about how others view your contact center.

I Want to Take You Higher

Planning
I Want to Take You Higher
by: Paul Stockford
Industry professionals want to raise the profile of the contact center in 2022 and beyond.

What Execs Want: How to Respond to Visionary Ideas

Strategy
What Execs Want: How to Respond to Visionary Ideas
by: Lori Bocklund
The next time your leadership asks you to pursue a new technology, consider it opportunity knocking.

Keep the Ball Rolling!

Planning
Keep the Ball Rolling!
by: Kathleen Peterson
Finding things that need improvement is not a commentary on how the condition came to be, but a recognition of motion.

Moving Forward: What Will 2021 Bring for Contact Centers?

Strategy
Moving Forward: What Will 2021 Bring for Contact Centers?
by: Susan Hash
Contact Center Pipeline’s Advisory Board shares solid advice to take into the new year.

Get the Ball Rolling… 2021 Here We Come!

Planning
Get the Ball Rolling… 2021 Here We Come!
by: Kathleen Peterson
Now is an opportune time to evaluate the contact center’s current state.

Managing Through COVID-19

Strategy
Managing Through COVID-19
by: Susan Hash
Our 2020 roundup of top tips, tools and tech for contact centers.

The Rocket Man and a Watershed Year

Strategy
The Rocket Man and a Watershed Year
by: Paul Stockford
A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry.

Eight “Sizzling” Summer Leadership Tips

Planning
Eight “Sizzling” Summer Leadership Tips
by: Kathleen Peterson
Focus on what you can control: End-of-summer back-burner activities for leading in these unique times.

How to Apply Predictive Analytics to Post-COVID Recovery

Strategy
How to Apply Predictive Analytics to Post-COVID Recovery
by: Susan Hash
An expert Q&A on leveraging predictive analytics to guide decision-making amid changing conditions.

COVID-19 Impact: Recalibrating Human & AI Roles

Strategy
COVID-19 Impact: Recalibrating Human & AI Roles
by: Susan Hash
Industry experts share their views of the post-pandemic contact center environment.

Healthcare Contact Centers: Readiness ROI and What’s Next

Remote Work
Healthcare Contact Centers: Readiness ROI and What’s Next
by: Kathleen Peterson
Don’t ignore the lessons learned from COVID-19. Give readiness and state-of-the-art investment a place in ROI calculations.

Nothing Ventured, Nothing Gained

Planning
Nothing Ventured, Nothing Gained
by: Kathleen Peterson
Create a plan of action to move out of the safety zone and progress toward your goals

Pushing the Project Pause Button

Planning
Pushing the Project Pause Button
by: Kathleen Peterson
Don’t let departmental turf wars and posturing derail transformational change.

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