Workforce Management

How Contact Centers Can Have Available Quality Agents - Part 1

How Contact Centers Can Have Available Quality Agents - Part 1 Multiple forces are constraining contact center workforces. Current Issue Operations Workforce Management Technology Workforce Optimization Artificial Intelligence

Taking WFM to the Cloud

Taking WFM to the Cloud TrialCard gained efficiencies, met challenges. Operations Workforce Management Technology Remote Work Strategy Editor's Picks Member Exclusive Case Study

A Deep-Dive into WFM: The Forecast Algorithm

A Deep-Dive into WFM: The Forecast Algorithm The map for a functioning WFM plan in the contact center. Operations Workforce Management People

Why WFM Matters

Why WFM Matters Understanding what WFM is in the contact center and why it is important. Operations Workforce Management People

Put on Your Skates! The Business/Employment Climate is Changing

Put on Your Skates! The Business/Employment Climate is Changing Flexible schedules, a performance mindset, KMSes, and career pathing can best tap contact center agent talent. Operations Workforce Management Strategy

Gardening the CX

Gardening the CX How Stanley Black & Decker Outdoor gets the CX done. Current Issue Operations Workforce Management Strategy Customer Experience Technology Workforce Optimization Artificial Intelligence Remote Work People Case Study

The Benefits of Prioritizing Employee Needs

The Benefits of Prioritizing Employee Needs Making the contact center the perfect place for DEI initiatives. Operations Workforce Management People Culture Workplace Environment

The Misunderstanding of Tone

The Misunderstanding of Tone How this issue has pointed call centers in the wrong direction. Operations Workforce Management People Development

WFM+Payroll Working Together

WFM+Payroll Working Together How integration of these systems can spark productive contact center change. Operations Workforce Management People Technology

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

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

The Future is Now … Agents in “High Demand”

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention Operations Workforce Management Strategy People Hiring Turnover Editor's Picks

Working with a BPO in a Digital World

Working with a BPO in a Digital World Effective use of WFM by BPO partners can ensure excellent productivity. Operations Workforce Management Strategy People Turnover Technology

Outgrowing Contact Center Growing Pains

Outgrowing Contact Center Growing Pains Time to Take a Growth Readiness Assessment Operations Workforce Management Strategy People Development

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

Back to School…

Back to School… Time to Review the Role of Service Level. Operations Workforce Management People Technology

Transforming Talent Management at Home

Transforming Talent Management at Home Applying intelligent interviewing, AQM, and IVA solutions are key. Operations Workforce Management People Technology Staffing Artificial Intelligence Remote Work Technology

Managing the New Normal Workforces

Managing the New Normal Workforces Automation, new channels, WFH, and the Great Resignation are shaping workforce management. Operations Workforce Management Strategy Customer Experience People Turnover Technology Artificial Intelligence Remote Work Vendor Roundtable

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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Cloud Racers
Upland 20231115
CX Contact Babel 101123
2Ring-Cisco-01
Gartner 814