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Quality and Clarity in Contact Center Communication

Quality and Clarity: Passing and Receiving the Communication Baton

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...
Create a Contact Center Coaching Culture

Is Your Organization Ready for a Coaching Culture?

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says...
Contact Center Nation

Want Your Customers to Love You? Start by Actively Listening!

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
Create a Contact Center Coaching Culture

Create a Coaching Culture

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM...
The Impact of Chaos on Contact Center Operations

Now What? The Impact of Chaos on Contact Center Operations

We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen...
Contact Center Pipeline Magazine February 2018 Issue

Contact Center Pipeline Magazine: Inside Our February 2018 Issue

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports...
The Key to Great Customer Service

The Key to Great Customer Service: Collaboration

When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well. Both the agent and...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

It's not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers'...
Contact Center Leadership Traits

What Parenting and Leadership Have in Common

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...
A Chip on Your Shoulder May Block Your Career

A Chip on Your Shoulder May Block Your Career

According to Wikipedia, the expression “a chip on the shoulder” comes from the ancient right of shipwrights within the British Royal Navy Dockyards to...
Fraud Prevention in the Contact Center

Build Your Strategy for Authentication and Fraud Prevention

Optimizing authentication and preventing fraud are hot topics in the industry. Knowledge Based Authentication (KBA) has been the approach for most centers until now;...
The landscape for engaging with customers is changing fast.

Coming Soon to a Contact Center Near You!

The landscape for engaging with customers is changing fast. Consumers expect hyper-personalization—and they want a choice of ways to communicate with the companies with...