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Contact Center Culture of Trust

A Culture of Trust

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Call-Center-Inside-View-Feature

Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

July was a busy month with lots of activity on the Pipeline blog. The top topics on contact center folks’ summer reading lists included...
Frontline Coaches

New Frontline Leaders: Coaching Skills Are Critical

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who...
Next Steps in Contact Center Agent Coaching

Coaching: The Radical Next Steps

Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality,...
Four ways to expand quality monitoring in the customer service contact center

4 Ways to Expand the Value of Quality Monitoring

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...
Top-5-Contact-Center-Blog-Posts

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...
Frontline Coaches

Coaching the Coach

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...
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...
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....
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in March

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference,...
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...