Snooze Alert! Yup… I’m Talking About Data
People are surprised when I tell them I was a History major in college. They typically laugh nervously and say things like, “But… you’re...
Five Critical Success Factors for Home Working
Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within...
Cut Attrition with an Effective Applicant Intake Process: Behavioral Interviews
In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers...
What Comes First: Platinum Status or Platinum Service?
I travel often, and so I am generally at one of the highest status levels for the airline I fly, the hotel where I...
Could a Business Analyst/Technology Liaison Be in Your Future?
Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And...
Underutilized Metrics
We have a great many data points at our disposal in contact centers. The best ones, though, are not necessarily those that are the...
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 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...
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&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...
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...
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 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...
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: 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: 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: 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: 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: 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: 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: 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: 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: 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 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 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 (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...
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...
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