Define customer interactions that impact customer satisfaction in the contact center

Define the Moments of Truth That Impact Customer Satisfaction

Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Indicators Influencing FCR Performance

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements...
Invite contact center agents to spend time in the call center

Invite Your Peers to Spend Time in the Center

Inviting other department leaders into the center is a great way to provide them with first-hand knowledge of what goes on in the contact...
Tips for Technology Selection in the Call Center

Technology Selection at Today’s Speed

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
Set Response Times and Customer Expectations for Social Media Interactions with the Call Center

Set Response Times and Customer Expectations for Social Interactions

Because social media interactions take place in a 24/7 world, your social service strategy needs to define your response time goals for various social...
Call-Center-Inside-View-Feature

Inside View: Manuel Felix, Listen Up Español

Comic book legend Stan Lee described a superhero as someone who possesses an exceptional power and uses it to accomplish good deeds. While Lee’s...
cut attrition

Agent Attrition: Time for a Change

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...
Five ideas for new hire training in call center

5 Ideas for Effective New-Hire Training

When I managed the call center training department at a major wireless phone company, we invested six weeks in our new-hire training and coaching....
Provide Social Customer Care Agents with Situation Guidelines for the Contact Call Center

Provide Social Customer Care Agents with Situation Guidelines

While a good social service training program provides agents with a basic understanding of how social media works and the differences for engagement among the...
Use Daily Rewards to Drive Desired Behavior in your Contact Center Agents

Use Daily Rewards to Drive Desired Behavior

Incentives can be a valuable tool for reinforcing the right behaviors in your staff. The key to using incentives properly is to ensure continuous...
Author Q and A

OPTIMIZE: Workforce Optimization & Customer Engagement Best Practices

Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

Staffing and agent engagement were the most read Pipeline posts in November. Our top five posts for the month included insights for incorporating customer...