7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by...
26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long. So, I started experimenting with different ways to engage team...
How Your Contact Center Agents Can Drive More Revenue

How Your Contact Center Agents Can Drive More Revenue

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m...
Leading with Compassion

Leading with Compassion

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family...
Make Diversity & Inclusion an Essential Contact Center KPI

Make Diversity & Inclusion an Essential Contact Center KPI

Like most contact center leaders, I like data. Give me cold, hard facts and figures and I’m able to build strategies and implement processes to improve those numbers. Everyone in the contact center industry...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model?...

This Little Light of Mine… Keep It Shining!

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the...

Make Me Smile

Chicago’s first hit “Make Me Smile” broke into Billboard’s Top 10 in March 1970. The song was written by founding member James Pankow as part of a song suite consisting of several movements. Different...

Invest in Your Human Capital in the Contact Center

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in any economy—whether the markets are going up, down or sideways?...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the...
Happy Employees Don’t Just Happen: Here’s How to Create Them

Happy Employees Don’t Just Happen: Here’s How to Create Them

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives. Google the term “employee...

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or...

Transform Your CX from Good to Great by Treating Your Agents Right

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting impressions and supports more engaging customer experiences (CX). But, while...
Contact Center Pipeline Magazine, January 2020

Improving the Agent Experience

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders are increasingly aware of just how much is at stake...

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 exceptional agents to lead a memorable and impactful customer experience...
Leveraging the Voice of the Employee to Improve Engagement

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 it. Employees expect to have a voice in their organization,...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure,...
5 Ways to Win with Gen Z Workers

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 workers who bring with them alternative thinking and work habits,...

Improving Contact Center Operations: Happiness All Around to a “T”

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a...
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