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...
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