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...
Frontline Coaches

Coaching the Coach

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...
multitasking-and-long-term-planning

The Three Ms of Implementation

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Engage Supervisors with Targeted QM Goals

In centers that suffer from high absenteeism, you'll typically find disengaged supervisors. Like agents, supervisors who are performing the same coaching tasks day in...
Strategizing and Planning a turnaround in the contact center

Dawn of a New Day

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much”...

10 Survival Tips for Call Center Agents in 2016

It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up,...
Surviving a contact center PR nightmare

Surviving a PR Nightmare: Tactics for the Contact Center

Every contact center should have a comprehensive recovery plan for the “typical” disaster. Whether caused by fire, flood, earthquake or other similar event, being...
Five tips for leading millennial customer service agents in the call center

5 Tips for Leading Millennials

The millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be...
New Years Resolutions for Contact Center Managers

New Year’s Resolutions for Contact Center Managers

These seven New Year’s resolutions will give you a head start in making 2016 your best year ever! 1. I will remember that customer calls...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in December

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...
Contact Center Pipeline Top 10 Call Center Blog Posts for 2015

Top 10 Posts of 2015

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...
Hiring top performing call center agents

Hiring Top Performers

A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a...