Author Q and A

Author Q&A: First, Engage Yourself

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...
Call-Center-Inside-View-Feature

Inside View: CARiD

When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing...
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,...
Five Tips to Improve Employee Engagement During New-Hire Training in the Call Center

5 More Tips to Boost Engagement During New-Hire Training

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Consider an Internal Advocacy Program

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...
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...
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...
Create an Environment that Fosters Agent Engagement

Create an Environment that Fosters Agent Engagement

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...
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...
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...
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...