Seven Tips for Call Center Upselling

7 Tips for Effective Upselling

I have had the same home phone provider for 25 years. I subscribed to that same company’s Internet service 18 years ago. Three years...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in May

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes...

Create an Environment that Fosters Agent Engagement

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...
Getting Top Level Support

Getting Top-Level Support

How do you dispel the cost center image and focus your top-level executives' attention on the value that great service provides? That has been...
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...
the mobile experience convenience

The Mobile Experience 
Is About Convenience

Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs....
The Contact Center Outbound Welcome Call

The Welcome Call

In my last post, I looked at a few Do's and Don'ts of Proactive Contacts. Not sure how to get started with proactive work?...
Proactive Do’s and Don’ts

Proactive Do’s and Don’ts

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some down time (which, of...
Home Working

Home-Agent Programs: 4 Common Mistakes

While the advantages of home-agent programs are undeniable, if your model is not well-defined, you’ll likely find yourself running into a few stumbling blocks...
Contact Center Pipeline Feb 2015 Issue

Cut New-Hire Turnover with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the frontline contact center agent’s job during the recruiting process, which only increases...
Plan for Technology Change in the Call Center

Plan For Change

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
Management Training: Keeping Pace with Change

Management Training: Keeping Pace with Change

New technology, emerging channels, social media and rising customer expectations are all transforming the customer care environment. In our recent Contact Center Training poll,...
empower agents key to customer satisfaction

Empowered Agents: A Key to Customer Satisfaction

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition...
Excel trick for counting days

WFM Excel Trick for Counting Days

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...
Call-Center-Inside-View-Feature

Inside View: Award-Winning Managers

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...
who cares about service-metrics

Who Really Cares About Service Metrics Anyway?

I want to talk a little about why service metrics (e.g., Service Level, ASA, Abandon Rate or Max Delay) are so important and why...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
Call Center Training ROI

Call Center Training ROI

Which types of contact center training produce the best ROI? In our recent Contact Center Training Special Issue, we asked experts from the leading...
Measuring FCR

Measuring FCR: Timing Affects Feedback Validity

Post-transaction surveys provide a customer-centric view of when first-contact resolution (FCR) has been achieved. But even with customer surveys, the most common methods often...
Basic Training for New Team Leaders

Basic Training for New Team Leaders

“Congratulations! You have been promoted to acting supervisor.” It was 1993 when my manager pulled me aside and gave me the good news. I...
Training Social Care Agents

Coaching and Training Social Care Agents

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...
The Impact of Mobile

The Impact of Mobile

No matter what you think of mobile communication, you can be certain it is here to stay. It is not simply a different type...
Avoid supervisor training failure

Avoid Supervisor Training Failure

What is your training plan for a new supervisor? According to a study by Benchmark Portal, 33% of new supervisors receive no training when...
align frontline training with QA

How to Align Frontline Training with QA Results

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....
Make a long story short

Make a Long Story Short… PLEASE

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...
WFM Human Factors

WFM Human Factors

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
lost art asking questions

Lost Art of Asking Questions Is Priceless

Proper questioning and inquisition has become a lost art in modern society. For many, it has gone beyond being a lost art in society...