Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day. If you missed any of the informative posts on the Pipeline blog this month, take a few minutes to browse and catch up on the topics that were popular among your peers! The following were our 5 most-read posts in August.
Inside View: Fannie Mae
Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns and connections to make sense of it all, and more importantly, incorporate that intelligence into their decision-making?
The Future of the Call Center
We embarked on a fun little survey this spring to gather input on the future of the contact center. Our focus was on which technologies are expected to have the greatest impact and what that impact might be. We started with a general look forward into the expected impact of automation on frontline staffing levels.
Beware… Five Signals of Customer Care Burnout!
Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints escalate? Do bad moods and negativity dominate the contact center? If this is happening, your culprit may be BURNOUT.
Four Ways to Attract and Retain Millennial Agents
Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than one in three members of the American workforce are millennials, making them the largest generation in the U.S. workforce and the prime pool for current and prospective contact center agents.
Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player
In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second straight No. 1 album in the U.S. The first was “Honky Château,” which probably wouldn’t have made the cut if it was released today because it sounds kind of politically incorrect and probably would have offended someone.