Coaching

In today’s call and contact centers, agents are caught in the middle of a quiet - but constant - tug-of-war. Leadership wants faster calls, tighter...

In today’s call and contact centers, agents are caught in the middle of a quiet - but constant - tug-of-war. Leadership wants faster calls, tighter...

In today’s call and contact centers, agents are caught in the middle of a quiet - but constant - tug-of-war. Leadership wants faster calls, tighter...

Coaching isn’t just a checkbox: it’s a bridge. A bridge between where an agent is today and the untapped potential waiting just ahead. Sometimes...

We live in an era where the customer experience (CX) is being fundamentally reshaped by rapid advances in technology. Across industries, companies are investing...

I have always fostered this statement in the headline with my clients. Your staff, if happy and content, will help you reap the benefits...

Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market. • Unemployment has remained remarkably low. • Hourly workers...

Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and...

Newspapers and contact centers may seem like old-school communications. But both media, when applied correctly (apologies for the forthcoming bad pun), keeping with and...

As we go through 2025, one thing is clear: the relentless focus on a constantly improving customer experience (CX) isn’t going anywhere. While CX...

Managing a call center is no easy feat. Budgets shrink, performance metrics grow, and every second on the clock matters. If your team doesn’t...

“Over and out” is a signal in radio communications to indicate the end of a transmission, especially when the speaker is finished and not...

There is one question that has always driven my approach, both when I was in contact center leadership and now in my consulting practice....

Coming in at the top of February's most read blog posts is Steve's Research Report showing predictions for contact centers in the U.S. in...

“We now accept the fact that learning is a lifelong process of keeping abreast of change. And the most pressing task is to teach...

Mark Pereira is one of Contact Center Pipeline’s most prolific contributors. And for good reason. The author of our “Coach’s Corner” column, along with...

In a trend that is only increasing, call center managers are embracing artificial intelligence (AI) and machine learning to solve simple customer issues. This...

Kathleen kicks off the top 5 this month with Part 1 of her two-part series on The Fine Art of Contact Center Management. She...

The key to contact center success is having a highly qualified, motivated, committed, and well-trained and coached workforce. But that is not always and...

As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability....