Irate Caller

Dealing with Irate Callers: Providing Post-Call Support

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also...
Cut Attrition

Cut Attrition with an Effective Applicant Intake Process: Assessments and Realistic Job Previews

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting. According to a Purdue University study on decreasing attrition in...
Communicating-with-global-team Graphic

Tips for Communicating with a Global Team

Globalization has become a key growth driver for many organizations—and it’s a trend that will continue to increase. Research by The Hackett Group has...
Author Q and A

Author Q&A: Backstage at the Customer Experience

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set...
6th Anniversary

Six-Year Anniversary: Join Our Celebration

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to...
Irate Caller

Dealing with Irate Callers: How to Prepare Your Agents

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire...
High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...
Mobile Self Service

Empower Customers with Mobile Self-Service

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of...

Frontline Appreciation

Today is National Employee Appreciation Day. It's a day to show your staff how much you appreciate the value that they contribute to your...
SWPP-Conference-Day3

SWPP: Workforce Manager Salary Poll Results

Final notes from the 2015 SWPP Annual Conference, Day 3: During my three days in Nashville, I conducted an in-person poll to find out the...
SWPP-Conference-Day3

SWPP: 2015 WFM Pro of the Year Winner & Finalists Share Tips & Nightmares

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: I was fortunate enough to grab some time with the winner and...
SWPP-Conference-Day3

SWPP: Ask The Workforce Wizard

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Workforce Wizard Tip: AUX reason codes are a great substitute for paper...
SWPP-Conference-Day3

SWPP: WFM Quick Tips & Brain Food

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: From the "60 Ideas in 60 minutes" session: Penny Reynolds was transcribing...
SWPP-Conference-Day3

SWPP: Day 3 Updates: Chat Trend & Blanket Update

More tips, news and notes from the 2015 SWPP Annual Conference, Day 3: Benchmarking: Chat makes up 8% of all customer interactions these days, and...
SWPP-Conference-Day3

SWPP: Kicking Off Day 3 with Games and Takeaways

News and notes from the 2015 SWPP Annual Conference, Day 3: Started off the day by having a fun breakfast discussion with my call center...
SWPP-Conference-Day2

SWPP: A Few Final Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: I went to "How Interval Shrinkage Improves Forecasting" by Annie Love and...
SWPP-Conference-Day2

SWPP: WFM Professional of the Year & More Conference Notes

More news and notes from the 2015 SWPP Annual Conference, Day 2: SWPP Announces 2015 Workforce Management Professional of the Year The 2015 Workforce Management Professional...
SWPP-Conference-Day2

SWPP: More News and Notes from Day 2

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: WFM Certification news! SWPP has extended the deadlines and now you have...
SWPP-Conference-Day2

SWPP Day 2 News and Notes

More tips, news and notes from the 2015 SWPP Annual Conference, Day 2: A scheduler's headache: If you don't give employees the break they want,...
SWPP-Conference-Day1

SWPP Day 1 Review: WFM, Moonshine and Juggling

First of all, I just have to say, the Omni hotel is amazing. What better way to wrap up a fantastic day than with...
SWPP-Conference-Day1

SWPP Conference (Day 1)

I'm back in Nashville for my favorite conference of the year, the SWPP Annual Conference. It's my favorite because this conference is full of...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in February

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...
Contact Center Training Survey Announcement

Who Receives Training in Your Contact Center?

More organizations are focusing on employee learning and development as a critical component for building employee engagement and a successful culture. What does this...
New hire retention

A Tool to Drive New-Hire Engagement and Retention

Given the importance of the supervisor-employee relationship, what steps can companies take to ensure that frontline managers support new-hires through this critical period and...
A Day in the Contact Center with Tim Heidemann

A Day in the Contact Center with TIM HEIDEMANN

When it comes to running a contact center, it would be hard to find someone with more know-how than TIM HEIDEMANN. With a long...
Valuing the Frontline Role

Valuing the Frontline Role

Generally speaking, many contact centers do an excellent job of discovering and rewarding great performance. Whether through reports, monitored calls or customer satisfaction surveys,...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...