Pipeline Guest Post
Interested in contributing a guest column to the Pipeline blog? We welcome instructional posts on contact center business strategy, staffing, customer experience, operations management, performance management, training & development and technology. Email your topic or story idea to Susan Hash at susan[at]contactcenterpipeline[dot]com.
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...
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...
Say Goodbye to Agent Turnover, Not Your Agents
If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...
Making AI Work in the Contact Center
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Engage Your Agents to Turn Around an Underperforming Contact Center
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Leveraging the Voice of the Employee to Improve Engagement
Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...
5 Ways to Win with Gen Z Workers
Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence
Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...
Promote Better Work-Life Balance in the Contact Center
Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...
3 Tips for Embracing an Agile Approach to Digital Transformation
While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies...
Enhance Your Customer Support with Video
It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for....
