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Surprising ways to motivate your contact center agents

Surprising Ways to Motivate Your Agents

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an...
Coaching Your Call Center Agents

Coaching? Don’t Make Your Agents Defend Stupidity

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...

Top 5 Posts in June

If you’re compiling your summer reading list, think about adding a few industry-related instructional posts to your lineup. Hot topics on the Pipeline blog...

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...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Show Appreciation for Agents Working Holidays

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will...
As leaders of the customer experience we should encourage doing your best

Don’t Worry—Be Happy

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...