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Five tips for leading millennial customer service agents in the call center

5 Tips for Leading Millennials

The millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be...
New Years Resolutions for Contact Center Managers

New Year’s Resolutions for Contact Center Managers

These seven New Year’s resolutions will give you a head start in making 2016 your best year ever! 1. I will remember that customer calls...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in December

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...
Contact Center Pipeline Top 10 Call Center Blog Posts for 2015

Top 10 Posts of 2015

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...
Hiring top performing call center agents

Hiring Top Performers

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...
Define customer interactions that impact customer satisfaction in the contact center

Define the Moments of Truth That Impact Customer Satisfaction

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...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Indicators Influencing FCR Performance

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...
Invite contact center agents to spend time in the call center

Invite Your Peers to Spend Time in the Center

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...
Set Response Times and Customer Expectations for Social Media Interactions with the Call Center

Set Response Times and Customer Expectations for Social Interactions

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...
Call-Center-Inside-View-Feature

Inside View: Manuel Felix, Listen Up Español

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...
cut attrition

Agent Attrition: Time for a Change

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...
Five ideas for new hire training in call center

5 Ideas for Effective New-Hire Training

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....