Embracing Agility in the Contact Center

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can...

How to Foster Diversity & Inclusion in the Contact Center

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A raging global pandemic accelerated the transition to digital technology and...
Leading a Service Culture

Leading a Service Culture

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers, employees and the everyday activities of the workplace are drawing...

Inside View: Costa Del Mar

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for their superior lens technology and “purpose-built” design, are a favorite...
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around. Also critical...
Create Safety in Your Contact Center

Create Safety or You’ll Never Get Performance

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company cultures into two types—“creating” and “servicing”—and argues that the key...

Inside View: TaskUs

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it. Enter TaskUs, an unconventional BPO whose employee-centric culture not only...

Inside View: UPMC Health Plan

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long since run out of space… or that it is a...
Create a Contact Center Coaching Culture

Is Your Organization Ready for a Coaching Culture?

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The...
Create a Contact Center Coaching Culture

Create a Coaching Culture

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process. However, many companies are now embracing an “ask, don’t...
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Inside View: FCCI Insurance Group

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will...
Valuing Call Center Agents

Differentiator Series, Part 2: Valuing the Agent

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a contact center and you will likely hear one or the...
Contact Center Pipeline Magazine March 2017

Leaders: Managing the Culture Is Your Job

Over the past few years, there has been a growing awareness among top-level executives about the impact of culture on business success. Yet the responsibility for managing the culture is still a murky area—especially...
Contact Center Pipeline Magazine March 2017

Create a High-Performing Environment

If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are engaged with their work, who trust and respect their leaders,...
Creating a Successful Contact Center Culture is a Journey

Creating a Successful Culture Is a Journey

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term commitment, not a one-time project with a beginning and end....
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Inside View: Garden City Group

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work,...
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Inside View: Crisis Response Network

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix metro area and Northern Arizona residents who feel desperate and...
Employee Advocacy is Rooted in Call Center Culture

Employee Advocacy Is Rooted in Culture

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies...
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Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance,...
What is an effective call center culture built upon

What Is an Effective Culture?

In a business sense, culture is defined (by Merriam-Webster) as “the set of shared attitudes, values, goals and practices that characterizes an institution or organization.” But the key to the culture is not simply...
Contact Center Pipeline Blog