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career development

New Age Leaders in the Contact Center

Growing Leaders: The New Age of Mentoring

Mentorship is enjoying a resurgence in popularity, thanks largely to millennials and social networking. Mentoring is actually an age-old development concept with references reaching...
Millennial Contact Center Company Culture

Making the Millennial Connection: Culture

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...
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Inside View: Valvoline

It has often been said that motor oil is the lifeblood of an automobile engine. While professional drivers and automobile enthusiasts know that using...
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Top 5 Posts in August

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...
Value of on the job experience in the contact center

The School of Hard Knocks… Are You a Graduate?

The “School of Hard Knocks” is an idiom that means the (sometimes painful) education one gets from life’s usually negative experiences. It is contrasted...
Contact Centers Need to Connect the Customer Journey

Lateral Moves: Another Path to Career Success

Since there are a finite number of management positions available within the contact center, some centers help their career-minded agents to gain skills and...
Empower Frontline Staff with QM Tools

Being Your Personal Best as a Contact Center Leader

Being a contact center leader is a demanding job. You have a large number of people to lead. You have an overwhelming array of...
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Inside View: Vivint Smart Home

Vivint Smart Home is a company that knows about change. The business that started as a dealer for home security companies has evolved into...
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Top 5 Posts for January

People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline...
New Years Resolutions for Contact Center Managers

New Year’s Resolutions for Contact Center Managers

These seven New Year’s resolutions will give you a head start in making 2016 your best year ever! 1. I will remember that customer calls...
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Inside View: NCR Silver

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...
Path to Failure

Career Path to Failure

Are you promoting your best agents to supervisors and managers? If so, you may be promoting to failure. Those of us in the contact center...