Tag: communication
After the Pandemic: How to Bring Back the Contact Center
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,...
Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry
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...
How to Quiet the Ego and Lead with Humility
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...
Leading a Service Culture
Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...
Creating a Collaborative Virtual Team
The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to...
Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators
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...
Managing Different Personalities in the Contact Center: The Platinum Rule
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...
5 Ways to Win with Gen Z Workers
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...
Top 5 Posts in January
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...
Please Don’t Shoot the Messenger!
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...
Top 5 Posts in August
The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...
Coffee Talk with Mark Brody
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...
Top 5 Posts in February
Frigid temperatures contribute to increased indoor activities… like reading contact center blogs! Our top posts in February included a call center and nonprofit partnership...
Quality and Clarity: Passing and Receiving the Communication Baton
Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...
Is Your Organization Ready for a Coaching Culture?
When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says...
Create a Coaching Culture
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...
Consultative WFM
A number of years ago, I was performing a WFM assessment for a company in Arizona. In the middle of a meeting with the...
Joy to the World… 10 Wishes for 2018!
Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it...
A Culture of Trust
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.
The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from...
