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Agent Engagement

Time Flies When You're Having Fun

Time Flies When You’re Having Fun

WITH DEBORAH GEFTEAS “Time flies when you’re having fun” is an idiom quite familiar to anyone that has been to a great party, family event,...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Customer Initiatives

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some...
Practice Forgiveness

Practice Forgiveness

Have you heard of The Golden Rule? It’s common English phrasing is: Do unto others as you would have them do unto you. The Golden Rule,...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Process Improvement

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...
Contact Center Trends - Employee Engagement

Hot Trends Impacting Contact Centers: Employee Engagement

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in...
6th Anniversary

Six-Year Anniversary: Join Our Celebration

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to...
Contact Center Agent Skills and Roles Evolving

Contact Center Skills & Roles Evolving

Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...
Leading Millennial Contact Center Agents

Making the Millennial Connection: Leading Your Agents

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on...
Call-Center-Inside-View-Feature

A Glimpse Inside: Berlin Packaging

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Act on Employee Feedback

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...
Millennial Contact Center Company Culture

Making the Millennial Connection: Culture

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...