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 can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire...

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

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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,...

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

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...

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

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,...

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

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...

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...

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

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

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...

In my previous post, I offered five tips to stretch your training dollars and do more with less. The following are five more ideas...

Over time, all work groups develop norms, which are the rules and expectations (either formally or informally established) that guide the team members’ behaviors....

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...