SERVICE AGILITY

Originally published in Contact Center Pipeline, August 2017 OK, let’s set the ground rules. We are interested in defining contact...

Originally published in Contact Center Pipeline, September 2017. Skills-based Routing (SBR) is a feature found on any ACD today, and it’s...

Originally published in Contact Center Pipeline, June 2015 Summer in the northern hemisphere is just about here, and that means warm...

Originally published in Contact Center Pipeline, May 2012 Have you ever picked up the phone to call a business, all the while thinking "I...

Originally published in The Contact Center Pipeline, October 2016 My flight just got cancelled, and I have to make it home tonight to...

Originally published in Contact Center Pipeline, August 2016 One of the best things to happen to the contact center in the last 10 to 15...

Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to...

Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS),...

Originally published in Contact Center Pipeline, May 2015 X% answered in y seconds. That’s the formula we use for service level...

Originally published in Contact Center Pipeline, May 2011 The next time you are at an industry event, seek out some people that have...