Agent Experience

I’ve worked in the contact center ecosystem since 1981. For much of that time, this publication has been my number one source for industry best practices and technology insight. I’ve even had the opportunity...

Contact center wait times have tripled due to high turnover, the ease of switching jobs remotely, and lonely customers, Bloomberg reported. Even as we emerge from the COVID-19 pandemic, but watchful for new variants, contact...

Healthcare has experienced massive disruption due to the global pandemic. In 2019, just before the shutdowns began, Healthcare was getting comfortable with Contact Centers. Non-clinical operations such as Appointment Scheduling and Billing were centralized...

I recently had the pleasure of speaking with Denis Francoeur regarding his recent Podcast, Enhancing Customer Service in a Personalized Contact Center. Denis talks about the evolution of contact centers, how expectations have changed...

If we’re using video for meetings, to speak with our friends and family and to consume all types of media and entertainment, why are so many contact centers and agents still relying on phone...

In all my years in the field of contact center leadership, I have seldom witnessed a more challenging time to recruit and retain customer service agents. The difficulties brought on by the COVID-19 pandemic,...

Success: achieving and exceeding your goals, whether personal or in an organization, is its own reward. But it is great when you are recognized. Virgin Pulse provides blended digital and live person-based health and wellbeing...

Contact center attrition rates have risen to new heights during the COVID-19 pandemic, and there’s no sign of that turnover slowing down. But if contact center leaders don’t act swiftly, they risk alienating their...

Tense, uneasy, and overwhelming - are all words that can be used to describe the current customer support environment. A combination of several factors, including a labor shortage and dwindling customer patience, are creating...

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and...

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the...

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice...

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing...

Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S....

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and...

The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of...

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good reasons right off the bat: One study found that a full...

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only...