Illustration by Eric Jackson

April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and insights, a look inside Carbonite’s award-winning contact center operation, trends on evolving skills and roles for contact center functions, insights into frontline leader learning and training opportunities, and a glance inside the pages of the April issue of Contact Center Pipeline magazine.

30 Takeaways from the 2016 SWPP Conference
The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which means the topics are all about forecasting and scheduling in the contact center.

Inside View: Carbonite
Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance, reliability and security. But the key to customer confidence lies with the human factor. Each interaction with the company’s customer-facing staff can help to bolster or undermine its credibility.

Contact Center Skills & Roles Evolving
Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of digital channels, tech-savvy mobile consumers willing to air their grievances before a global audience, an emphasis on customer experience strategy in the boardroom—these challenges contribute to an increasingly complex environment.

Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue
The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside…

Support for Your Frontline Leaders
You send your frontline leaders to all the requisite classes as dictated by the corporate office. You get them through the seven-part online series for developing supervisory skills. They get access to a number of different digital journals. You even assign a mentor. And while you can name a few superstars, the majority of your frontline leaders are sort of… underwhelming. Yes, they are good people, and they’re trustworthy and dependable. They can keep a fire going, but there is little chance they will provide the spark needed to blaze a new path—or ignite a mediocre team.