Outbound Calling in Todays Contact Center

Outbound Calling in Today’s Contact Center

As a channel, outbound occupies a somewhat quiet place in our industry. Total volume is lower than inbound for most of us, and its...
Call-Center-Inside-View-Feature

Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Try a Phased Approach to Tech Implementation

What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact...
SWPP Conference Image

30 Takeaways from the 2016 SWPP Conference

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts...
Converging Call Center Technology Ecosystem

The Converging Technology Ecosystem

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Training Home-Based Agents

Training programs for home-based agents, especially new-hires, should include ongoing personal contact with a support team member—a supervisor, team leader or senior agent—who they...
Support for Your Customer Service Frontline Contact Center Leaders

Support for Your Frontline Leaders

You send your frontline leaders to all the requisite classes as dictated by the corporate office. You get them through the seven-part online series...
Contact Center Agent Skills and Roles Evolving

Contact Center Skills & Roles Evolving

Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...
Contact Center Pipeline April Issue - Featuring Employee Advocacy

Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in March

Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of...
Management Base Pay Flat, But Increase in Bonus Potential

Management Base Pay Flat, But Increase in Bonus Potential

Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and...
Eco Friendly Call Center Resources

Greening the Center

As an industry, we have much to offer our communities and the global world of business. Our leadership in customer service practices and technology...