Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...

In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are...

To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms...

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven...

In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their...

A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often...

Albert Einstein defined insanity as ”doing the same thing over and over and expecting different results.“ Business books rarely start with quotes from Einstein or...

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to...