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...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in October

What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the...
As leaders of the customer experience we should encourage doing your best

Don’t Worry—Be Happy

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...
Look Beyond Post Call Surveys to Measure Customer Experience across Multiple Touchpoints

Look Beyond Surveys to Measure Customer Experience

Contact centers typically rely on post-call surveys to gather valuable feedback from the customer's viewpoint. But how do you measure a customer experience that...
Call Center Customer Service Care Training Tip

Social Customer Care Training Tip

The open nature of social media conversations means that contact center leaders will need to think through their social customer service strategy separately from...
Call Center Outsourcing Decisions

The Outsourcing Decision

Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear just how viable this...
3 Contact Center Technology Tips for Better Assisted Self Service

3 Technology Enablers Make Assisted Service Shine

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...
Survey Top Call Center Challenges and Priorities for 2016

Top Challenges & Priorities for 2016

I recently came across some notes that I took at a conference session on contact center management challenges. The attendees had been polled in...
Video Interview Contact Center Pipeline's Linda Harden sits down with Michael Pace, Principal, Pace of Service at the 2015 NECCF Vendor Forum.

Executive Talk: Michael Pace, Pace of Service

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer...
Call-Center-Inside-View-Feature

Inside View: HomeServe USA

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is...

4 Tactics to Drive Companywide Process Excellence

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can...

Executive Talk: JoAnn Morency, NECCF and Commerce Bank

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at...
Key Metrics to Include in Your Call Center Omnichannel Strategy

What You Need to Know About Omnichannel

In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to...
Video Interview with Kristi Holcombe, Director of Workforce Management, Travelers

Executive Talk: Kristi Holcombe, Travelers

In this Executive Talk interview, I had an opportunity to chat with Kristi Holcombe, Director of Workforce Management at Travelers. Kristi has over 20...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...
Contact Center Leaders Creating Actionable Knowledge

Creating Actionable Knowledge

The amount of information that contact center leaders have access to is phenomenal. We live with it every day, so we tend to take...
First Steps on the Contact Center Omnichannel Journey

Omnichannel Strategy: Start with the Right Internal Resources

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that...
Video Interview with Mark Kantor, Operations Support Team Lead at Lego

Executive Talk: Mark Kantor, Lego

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of...

Celebrate National Customer Service Week

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand....
The Ugly Truth About Call Center Agent Occupancy

The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
Contact Center Self Service as a Customer Satisfying Experience

Self-Service as a Customer-Satisfying Experience

Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if...
Video interview with Stacey Swim, Contact Center Manager for Unum Insurance

Executive Talk: Stacey Swim, Unum Insurance

Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most...
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...
Call-Center-Inside-View-Feature

Inside View: UPMC Health Plan

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...
increase call center new hire retention with realistic job preview

Boost New-hire Retention with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...
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...
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...
Video Chat for Customer Service in the Contact Center

More Video Chat Considerations

Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of...