New Age Leaders in the Contact Center

Growing Leaders: The New Age of Mentoring

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching...
Call-Center-Inside-View-Feature

Inside View: TeleTech Learning and Performance

In contact centers, the first 90 days is known as the critical make-or-break period for new agents. New-hires can quickly be overwhelmed with information...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Thankful for Your Customer Feedback Tool?

With the Thanksgiving holiday around the corner and other holidays approaching, I expect retailers, product and other service providers to solicit consumer feedback via...
Tips to improve attitude of your Contact Center Staff

Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!

Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch...
Growing Leaders: A New Approach to Learning & Development in the Contact Center

Growing Leaders: A New Approach to Learning & Development

Many of this industry’s most successful leaders started out on the phones… and yet, many call centers still suffer from a reputation for being...
Contact Center UC Device Management Creates Greater ROI

UC Device Management Creates Greater ROI

Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through...
Contact Center Pipeline Magazine: Inside Our November 2017 Issue

Contact Center Pipeline Magazine: Inside Our November 2017 Issue

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our...
Contact Center Survey

Findings from the Frontline Supervisor Survey

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in October

This month, thoughts of the graveyard were on the minds of workforce management professionals—graveyard shifts, that is. Our most popular post in October, by...
Contact Center Technology Worth Following

Technology Worth Following

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
Surprising ways to motivate your contact center agents

Surprising Ways to Motivate Your Agents

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an...
Fraud Prevention in the Contact Center

Fraud Prevention

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...