Contact Center Pipeline Blog

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...

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

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...

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...

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

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?...

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...

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...

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...

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...

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

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