Tag: hiring
How to Foster Diversity & Inclusion in the Contact Center
2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A...
Recruiting for the Contact Center of the Future
For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...
Contact Center Pipeline Magazine: Inside Our February 2021 Issue
Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...
Contact Center Pipeline Magazine: Inside Our December 2020 Issue
As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...
Score with Rapport!
Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...
Top 5 Posts in November
For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...
Inside View: Elaine Avery, Atlantic Union Bank
Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Managing Different Personalities in the Contact Center: The Platinum Rule
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...
5 Ways to Screen Job Candidates for Positive Attitude
As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems...
Inside View: Michael Rotter, Aerotek
It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high...
Four Best Practices for Onboarding New Contact Center Employees
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...
Top 5 Posts in June
June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...
Refining the Hiring Process
What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...
A Call Center and Nonprofit Partnership Connects Homeless with Jobs
On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development....
Top 5 Quick Tips for 2016
Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful...
Reduce Early Turnover with the Latest Tools
Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...
Top 5 Posts in October
October is a great time to be in the contact center. The month kicks off with Customer Service Week celebrations and, in some parts...
Inside View: Garden City Group
The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers,...
