FROM THE PIPELINE
COGNITIVE LOAD
LINDA HARDEN PUBLISHER, CONTACT CENTER PIPELINE
TIS THE SEASON for reflection. There is something about the end of a year that gives us pause to look back and assess our successes and challenges.
Contact Center Pipeline had a very good 2025. Navigating the challenges of a contact center can be perplexing. I am proud of and appreciate the hard work of our Pipeline staff and writers. They break down the tough operational and technological issues to help us offer the best customer and staffing experiences we can.
THE SECRETS TO EFFICIENCY( AND
AGENT RETENTION)
BALANCING COGNITIVE LOAD GENERATES SMARTER SCHEDULES.
BY TROY PLOTT
AGENT EXPERIENCE
PAGE 28
Also, I thank our sponsors who support us. We appreciate their efforts to continue to provide leading-edge products and services.
Finally, I thank our readers for your loyalty and support. You are the hub that makes this an exciting industry.
I hope you enjoy this time with family and friends. I wish you all the best for the holiday season.
Linda Harden Publisher Contact Center Pipeline
YOUR EMPLOYEES ARE YOUR GREATEST
ASSET
HOW TO KEEP AND GROW THEM.
BY LAURA SIKORSKI
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