Tag: coaching

July was a busy month with lots of activity on the Pipeline blog. The top topics on contact center folks’ summer reading lists included...

Coaching is a key role for frontline supervisors, yet few newly promoted contact center leaders receive formal training in coaching techniques. New supervisors who...

Remember when “coaching” was represented by reports shoved in front of agents with lots of red circles accompanied by motivating messages like, “Good quality,...

I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...

People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline...

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...

If your contact center is among the many that are considering adding social media to the channel mix, one of your top considerations will...

As more organizations turn to customer experience as a competitive differentiator, contact centers must ensure that staff are fully prepared to drive customer-centric goals....

In early March, workforce management topped the charts on the Pipeline blog, with Human Numbers’ Tiffany LaReau blogging live from the SWPP Annual Conference,...

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

Despite the critical role that they play in employee satisfaction and retention, frontline supervisors often are not provided with the training on how to drive...