Contact Center Training Survey Announcement

Who Receives Training in Your Contact Center?

More organizations are focusing on employee learning and development as a critical component for building employee engagement and a successful culture. What does this...
New hire retention

A Tool to Drive New-Hire Engagement and Retention

Given the importance of the supervisor-employee relationship, what steps can companies take to ensure that frontline managers support new-hires through this critical period and...
A Day in the Contact Center with Tim Heidemann

A Day in the Contact Center with TIM HEIDEMANN

When it comes to running a contact center, it would be hard to find someone with more know-how than TIM HEIDEMANN. With a long...
Valuing the Frontline Role

Valuing the Frontline Role

Generally speaking, many contact centers do an excellent job of discovering and rewarding great performance. Whether through reports, monitored calls or customer satisfaction surveys,...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
The Cost of A Bad Hire

The Cost of a Bad Hire

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...
Training Budget Part2

More Tips to Maximize Your Training Investment

In my previous post, I offered five tips to stretch your training dollars and do more with less. The following are five more ideas...
Home Agents

Home Agents: 4 Tips for Building a Cohesive Team Culture

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....
Promoting a Culture of Recognition

Promoting a Culture of Recognition

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...
First Contact Resolution

Finding Your FCR Opportunities

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...
Coffee Anyone

Coffee, Anyone?

If you are a WFM Scheduler and need a quick way to boost employee morale, try out a test-run of offering three 10-minute breaks...
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,...