Home Working

Five Critical Success Factors for Home Working

Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within...
cut attrition

Cut Attrition with an Effective Applicant Intake Process: Behavioral Interviews

In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers...
Platinum Service

What Comes First: Platinum Status or Platinum Service?

I travel often, and so I am generally at one of the highest status levels for the airline I fly, the hotel where I...
Call Center Technology Liason

Could a Business Analyst/Technology Liaison Be in Your Future?

Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And...
Underutilized Metrics

Underutilized Metrics

We have a great many data points at our disposal in contact centers. The best ones, though, are not necessarily those that are the...
Irate Caller

Dealing with Irate Callers: Providing Post-Call Support

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also...
Cut Attrition

Cut Attrition with an Effective Applicant Intake Process: Assessments and Realistic Job Previews

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting. According to a Purdue University study on decreasing attrition in...
Communicating-with-global-team Graphic

Tips for Communicating with a Global Team

Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has...
Author Q and A

Author Q&A: Backstage at the Customer Experience

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...
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...
Irate Caller

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire...
High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...