Coaching

Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home runs and strikeouts, and touchdowns and incomplete passes: and quickly...

At the top of our most read blog posts in March is Leslie's insightful article on how to incorporate checking applicants' writing skills (a most necessary requirement, particularly in today's landscape) in your hiring...

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent the most popular topics viewed on our blog in our...

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...

There are a variety of different ways customers can contact businesses when they have a complaint or concern. In a 2022 survey from Salesforce, 59% of customers said they prefer to contact customer service...

As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many other industry professionals. No matter what type, function, size, or...

Contact centers are the engines of the customer experience (CX). They move the CX forward with skilled agent drivers at the wheels guiding the vehicles and adapting to conditions to help customers get to...

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...

In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers. I have been able to experiment, fail, and succeed, as...

Why is coaching important? Coaching has a direct impact on individual agent performance. But it also affects overall customer experience (CX). One poorly coached agent can frustrate customers and result in low Net Promoter Scores...

In 2020, the sudden shift to work-from-home (WFH) status for contact center employees felt chaotic and temporary. In 2021 it became a necessary, but less than optimal, way to keep businesses moving forward. But...

We can all agree that a lot has changed in a few years. While some of us have tried to hold on to what normal used to look like, others have embraced the new...

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three...

We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide...

The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As well, heavy equipment operators must keep an eye out for...

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She later went on to tell me about this story she...

2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers and mobile in the field, have been replaced by data-driven...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite...

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You Care." Leslie published this article back in 2020, and it...

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he...