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....
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...
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....
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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”...
Unlock Your Employee Engagement Potential
When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
