Tag: employee engagement

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used...

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and...

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for...

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on...

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...

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...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

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...