Tag: employee engagement

Absenteeism is a pain, we all know that. According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center....

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

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it....

In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I...

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

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...

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

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...

I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an...

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...

Agent training, development and engagement were top of mind for Pipeline blog readers this month. One of our most popular authors, Mike Aoki, contributed...