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Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

Staffing and agent engagement were the most read Pipeline posts in November. Our top five posts for the month included insights for incorporating customer...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Recognition for Schedule Performance

Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive...
Contact Center Self Service as a Customer Satisfying Experience

Culture: Work at Developing Good Habits

Creating a positive culture doesn’t happen overnight. But managers can learn how to be more positive. “Happiness is a skill,” says culture coach JoAnna...
Lowering Agent Turnover in the Contact Center

Making the Case for Lower Turnover

In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Why Do Agents Join?

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not...
long-term-view

Involve Agents in the Scheduling Process

You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and...
WFM Budget Prep

State of the WFO Industry

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer...
Co-Create-Experience

The Most Important Relationship for New-Hires

Study after study has highlighted the fact that employees don’t leave companies, they leave their bosses. The relationship that new-hires form with their managers...
Getting Top Level Support

Executive Interaction on the Front Lines

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success...
The Power of Collaboration in the Contact Call Center

Technology to Empower Agents: Intelligent Desktops

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...
A key consideration for your social customer service team

Giving Customers a Voice in Quality Monitoring

The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...