Tag: communication

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you...

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders...

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees...

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to...

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...

A cold, dark January has translated into more time spent reading industry blogs. Pipeline readers kicked off the new year by browsing forward-looking topics...

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...

Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says...

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM...

A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...