Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Show Appreciation for Agents Working Holidays

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will...
Supporting Digital Natives in the Contact Center

Digital Native Citizens Demand More From Government Centers

While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government...
Supporting Digital Natives in the Contact Center

Human Touch Still Preferred for Customer Service

Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part...
Increased Consumer Review Transparency Puts the Consumer in Control

Increased Transparency Puts the Consumer in Control

Ernst & Young’s study, The Digitisation of Everything: How Organisations Must Adapt to Changing Consumer Behaviour, sheds some light on a key challenge that...
Reduce early turnover with the latest call center tools

Reduce Early Turnover with the Latest Tools

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...
Call-Center-Inside-View-Feature

Inside View: Tufts Medical Center

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
Moving Your Business Forward by Moving to the Cloud

Moving Your Business Forward by Moving to the Cloud

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...
Food for thought, promote your contact center's visibility

Food for Thought… Promote Your Contact Center’s Visibility

Food for thought … an idea or issue to ponder.” I think we all need some new “food for thought” at this time of...
The Digital Contact Center Workplace

Useful Tools for Your Digital Toolbox

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need,...
Five ways to improve contact center agent engagement

5 Ways to Improve Engagement

Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...
Supporting Digital Natives

Contact Center Pipeline Magazine: Inside Our November 2016 Issue

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. ...