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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...
Contact Center Holiday Season Staffing

Seasonal Hiring

HAPPY SUMMER! It’s still hot, people are enjoying summer activities, picnics, festivals, vacations and barbecues, but for many contact centers, our season has arrived....
Modeling the Top Performer in your Call Center

Top-Performer Modeling

Everybody loves Susie. Customers rave about her, her adherence rate is off the charts, her quality percentage is among the highest in the organization…...
Contact Center Pipeline Top 10 Call Center Blog Posts for 2015

Top 10 Posts of 2015

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we'd like to look...
Hiring top performing call center agents

Hiring Top Performers

A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...
Video interview with Stacey Swim, Contact Center Manager for Unum Insurance

Executive Talk: Stacey Swim, Unum Insurance

Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most...
increase call center new hire retention with realistic job preview

Boost New-hire Retention with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...
Contact Center Pipeline Feb 2015 Issue

Cut New-Hire Turnover with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the frontline contact center agent’s job during the recruiting process, which only increases...
Empowerment drives continuous improvement mindset

Empowerment Drives Continuous Improvement Mindset

We operate in a fast-changing business environment. The processes that work well today can quickly become unwieldy and undercut your center’s performance tomorrow. Leading-edge...
cut attrition

Cut Attrition with an Effective Applicant Intake Process: Behavioral Interviews

In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers...
Cut Attrition

Cut Attrition with an Effective Applicant Intake Process: Assessments and Realistic Job Previews

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting. According to a Purdue University study on decreasing attrition in...
The Cost of A Bad Hire

The Cost of a Bad Hire

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...
Recruiting and Retaining Talent

Recruiting and Retaining Top Talent

Is your current recruiting and hiring strategy the same one that’s been in place for the past five or 10 years? If so, you’ve...