Top-5-Contact-Center-Blog-Posts

Top 5 Posts in August

Our five top posts in August covered a range of topics—from tips to improve agent engagement during new-hire training to the impact that video chat will have on the contact center. Other hot topics...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Other hot...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in May

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes good attendance. Other hot topics for the past month included...
Proactive Do’s and Don’ts

Proactive Do’s and Don’ts

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some down time (which, of course, there never is). That’s unfortunate, because proactive work is...
Excel trick for counting days

WFM Excel Trick for Counting Days

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so that I don’t apply shrinkage to people on vacation or...
Call-Center-Inside-View-Feature

Inside View: Award-Winning Managers

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories will be announced on May 5th at ICMI’s Contact Center...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right agents are promoted into leadership roles to feedback about how...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in March

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference, and even taking the time to conduct a workforce manager...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested in—from insights about the internal initiatives that can slow down...
Training Budget

Get the Most Out of Your Training Budget

Training can be one of the biggest costs in any contact center. If you take several hundred (or thousand) agents and multiple that by the number of new things they need to learn each...
Call Center Agent Appreciation

”My Husband Just Died“: What Will Your Agents Do Next?

While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I need to improve the empathy skills of my agents. Where...
A Day in the Contact Center

A Day in the Contact Center with LINDSEY ANSLOW

LINDSEY ANSLOW has dedicated her career to working in customer-centric contact centers. As Director of Operations at DependableIT, a third-party provider of commercial and residential technical and premium technical support based in Burlington, Ontario, Lindsey...
WFM on a Mac

WFMing on a Mac and in Excel Without Add-Ins

Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time?  On a PC this is easy… just install the free...
Why Training Matters

Why Training Matters: Linking Training Program Success to Larger Company Goals

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the Future,” I’m sure, there are lots of things we haven’t...
Slow service

What Causes Slow Service?

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better ways to spend it than conducting business with us. What causes...
Contact Center Pipeline Blog