who cares about service-metrics

Who Really Cares About Service Metrics Anyway?

I want to talk a little about why service metrics (e.g., Service Level, ASA, Abandon Rate or Max Delay) are so important and why...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
Call Center Training ROI

Call Center Training ROI

Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading...
Measuring FCR

Measuring FCR: Timing Affects Feedback Validity

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...
Basic Training for New Team Leaders

Basic Training for New Team Leaders

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...
Training Social Care Agents

Coaching and Training Social Care Agents

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...
The Impact of Mobile

The Impact of Mobile

No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...
Avoid supervisor training failure

Avoid Supervisor Training Failure

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
align frontline training with QA

How to Align Frontline Training with QA Results

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....
Make a long story short

Make a Long Story Short… PLEASE

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...
WFM Human Factors

WFM Human Factors

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...