Agent Engagement

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...

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” 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...

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...

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?...

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 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...

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 (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...

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...

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...

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...

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,...

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,...

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,...

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...

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will most likely spend half of our waking life at work....

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe have been wrestling this issue since the invention of the...

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through staff retention, productivity, schedule adherence, workplace culture and morale, service...

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the character Linda Richman in the Coffee Talk skits. “Oy! I’m...