Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

This month's top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms,...
How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

How to Leverage the Power of an Older and Younger Workforce (and Why You...

Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation X employees, for that matter) are leaving anytime soon. In...

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs. Contact Center Pipeline recently...

Are There Better Ways to Staff the Contact Center?

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they hear from peers or vendors. Others result from their own...
Televerde's Prison Workforce Development Program

Inside View: Televerde’s Prison Workforce Development Program

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young children and a first-time offender. Cruz knew that she had...

The Consolidation Trend Will Further Hurt Quality in the Contact Center

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is...

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven by changing customer needs. From fast fashion to smartphones, only...
July 2019 Feature Cover Image, Contact Center Pipeline

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules. Although recent reports suggest that the size and rate of...
Skills based routing impact on service level in the call center

Skills-Based Routing: Assess the Impact of Crosstraining on Service Level

Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured agents a welcome variety in their tasks. Our customers benefit,...
Contact Center Holiday Season Staffing

Seasonal Hiring

HAPPY SUMMER! It’s still hot, people are enjoying summer activities, picnics, festivals, vacations and barbecues, but for many contact centers, our season has arrived. We are in full preparation mode for what is about...
A Guide to Determining Call Center Staffing Needs

A Guide to Determining Staffing Needs

There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership. Our ongoing article series, “How to Deliver Engaging Customer Experiences,”...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Recognition for Schedule Performance

Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive workplace environment that attracts quality candidates. At SWBC, a diversified...
High Agent Turnover

Handling a Severe Staffing Shortfall

Understaffing is a fairly common occurrence in most contact centers, but there may be times when your center experiences a severe staffing shortage. We’re not talking about the run-of-the-mill Monday with high call volume...
Underutilized Metrics

Managing Seasonal Call Volume

It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little trickier, though, when your center deals with seasonal surges in...
Omnichannel: Tracking the Customer Experience

Staffing an Omnichannel Operation

Our omnichannel series continues with a look at the impact on the contact center agent’s job and skill sets. So far, this series has offered key insights from industry experts on the top challenges that...
promoting a culture of attendance

Promoting a Culture of Attendance

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate is 89%. Sadly, this means that, for every 10 scheduled...
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