Top 5 Posts in September

Contact Center Pipeline Top 5 Blog Posts

The Labor Day holiday kicked off the month providing business leaders with the opportunity to reflect on the contributions of their workers and the work environment. Our five most-read blog posts in September included onboarding practices to setup new-hires for long-term success; simple techniques to provide meaningful recognition to frontline agents; strategies for promoting supervisors from within; nine tips to transition a reactive order desk job into a proactive inside sales role; and two approaches for purchasing the best workforce management software for your center.

Four Best Practices for Onboarding New Contact Center Employees
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many new employees lack the appropriate skills and support required for long-term success. Standardizing an appropriate onboarding process that nurtures new agents is important to addressing the turnover problem and providing a solid foundation for their employment.

Enhance Contact Center Engagement and Performance with Meaningful Recognition
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Research by the Society for Human Resource Management (SHRM) has confirmed that effective recognition programs also have a positive impact on retention and recruitment, two critical challenges for many contact centers.

Ready to Promote Your Star Agent to Supervisor? Not so Fast
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. She rarely, if ever, missed work, always showed up on time, and was known for her positive attitude and smiling face. Customers loved her! The office “wall of fame” was filled with testimonials and praise for Heather’s great work. Naturally, her manager thought it was time to recognize her efforts by giving her a raise and a promotion.

Turn Your Order Desk into an Inside Sales Team
Imagine you are a frontline employee at a company’s order desk. For years, you answered the inbound phone queue and took orders from vendors. Your job success was measured by input accuracy and talk time. Then your manager says, “Congratulations. You are now inside sales reps! Your new job will be judged on sales volume and you will also have to initiate outbound calls at least 50% of the time.”

What to Consider Before Buying WFM Software
If you’re in the market for workforce management (WFM) software and you don’t know how to get started, consider these two approaches: (1) Use a WFM request for proposal (RFP) questionnaire with multiple vendors. Give the highest weightings to your most critical priorities (anything that you cannot live without).