If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to...

I found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty...

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They...

April is drawing to a close. Make sure you didn’t miss our most-read posts for the month. Top topics ranged from WFM tips and...

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely...

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of...

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

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...

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

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

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...

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...

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 centers are in the midst of significant strategic and technological changes that will have a lasting impact on the workforce. The explosion of...

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...

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...

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

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

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...

The tightening job market and an increase in the minimum wage have contributed to upward pressure on agent pay. In the last 12 to...

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...

Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...

The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a...

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and...

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now...

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into this industry. I had just...