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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...
Contact Center Pipeline Top 5 Blog Posts

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

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 Better Job Candidates

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

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

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...
Contact Center Pipeline Top 5 Blog Posts

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

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...
Call-Center-Inside-View-Feature

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 Contact Center Tips for 2016

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 call center tools

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-Contact-Center-Blog-Posts

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...
Call-Center-Inside-View-Feature

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,...
Executive Talk Interview with James J White

Executive Talk: Jim White, Santander Bank

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in...
The Digital Workplace

Contact Center Pipeline Magazine: Inside Our October 2016 Issue

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Prevent Hiring Failures

I often ask leaders of award-winning contact centers what they think is the key strength of their operation. They almost always point to their...
Evaluate Frontline Contact Center Agents for Coaching

Evaluate Frontline Job Candidates for Coachability

Rapidly evolving technology and expanding product lines have contributed to an environment in which many frontline agents are finding it increasingly difficult to keep...