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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...

Promote Better Work-Life Balance in the Contact Center

Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...

High Absenteeism? Consider Your Agents’ “Breaking Point”

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...

Managing Attrition in a Strong Economy

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact...

Recruiting for the Modern Contact Center

The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
Create Safety in Your Contact Center

Create Safety or You’ll Never Get Performance

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company...

Inside View: UPMC Health Plan

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...
Call-Center-Inside-View-Feature

Inside View: Delta Vacations’ Customer Engagement Center

Most companies—and contact centers—have traditionally operated on the principle that the rules of the workplace always outweigh the needs of employees. Few companies have...
Coffee Talk in the Contact Center

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...
Contact Center Pipeline Top 5 Blog Posts

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...
Changing Employee Engagement in the Contact Center

The Changing Landscape of Employee Engagement

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016...