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How to be a Supervisor in the Contact Center

How to Be a Supervisor in the Modern Contact Center

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...
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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...
Contact Center Ideas & Innovations Tour 2018

Contact Center Ideas & Innovations Tour 2018

Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These...
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...
Create a Contact Center Coaching Culture

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...
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Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their...
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The Top 5 Posts in April

In early April, interest in agent development rose to the top of the charts on the Pipeline blog—from insights about ensuring that the right...
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Inside View: NCR Silver

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...
Training Aligned

Is Your Contact Center Training Aligned with Organizational Goals?

It’s an unfortunate reality in many companies that staff development becomes an easy target anytime the budget needs to be tightened. Once training resources...