It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...

A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a...

Once you begin to form a more holistic view of the customer’s journey, you can define the interactions that truly impact the customer experience—which...

Even the most effective measures will not impact the company’s ability to deliver an exceptional experience if the feedback cannot be translated into improvements...

Inviting other department leaders into the center is a great way to provide them with first-hand knowledge of what goes on in the contact...

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...

Because social media interactions take place in a 24/7 world, your social service strategy needs to define your response time goals for various social...

Comic book legend Stan Lee described a superhero as someone who possesses an exceptional power and uses it to accomplish good deeds. While Lee’s...

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...

When I managed the call center training department at a major wireless phone company, we invested six weeks in our new-hire training and coaching....

While a good social service training program provides agents with a basic understanding of how social media works and the differences for engagement among the...

Incentives can be a valuable tool for reinforcing the right behaviors in your staff. The key to using incentives properly is to ensure continuous...

Pipeline contributor Dick Bucci, chief analyst at Pelorus Associates, and Patrick Botz, VP of Workforce Optimization at Voice Print International (VPI), have announced the...

Staffing and agent engagement were the most read Pipeline posts in November. Our top five posts for the month included insights for incorporating customer...

Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive...

Creating a positive culture doesn’t happen overnight. But managers can learn how to be more positive. “Happiness is a skill,” says culture coach JoAnna...

In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but...

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not...

You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and...

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...

Study after study has highlighted the fact that employees don’t leave companies, they leave their bosses. The relationship that new-hires form with their managers...

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...

Understaffing is a fairly common occurrence in most contact centers, but there may be times when your center experiences a severe staffing shortage. We’re...

What were the hot topics contact center professionals were reading about in October? Take a look at our top five blog posts for the...

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released...