Leadership

As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of the workplace will require a focus and commitment to the...

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some call centers were welcoming of my ideas. And some others...

The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive! With a focus on...

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry was expected to get their teams home while continuing to...

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random...

Take Charge is an idiom meaning “to assume control or responsibility and dates back to the 1300’s.” (Christine Ammer, Heritage Dictionary of Idioms, Houghton Mifflin, p. 144.) Now more than ever, Contact Center leaders...

The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.” To be off to a flying start is often considered...

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and...

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you have it… the definition describes quite well what many of...

“Flying by the seat of your pants” is an expression coined by World War II fliers. It was used to describe flying when instruments were not working or when weather interfered with visibility. This...

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders. They’re also looking for other qualities like the ability to build rapport with customers, team members and other...

In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen “The Last Lecture,” I encourage you to watch it on...

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead was the leaders of some of America’s 200 largest businesses...

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much” (according to freedictionary.com). What a great theme for any contact...

One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of an opportunity, you will find these reactions are present. But...

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...

According to Wikipedia, the expression “a chip on the shoulder” comes from the ancient right of shipwrights within the British Royal Navy Dockyards to take home a daily allowance of off-cuts of timber, even...

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...

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees and to engage them in working together to do what’s...

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power of IVAs, and utilizing all the data the contact center...