Tag: leadership
When People Are Your Business, Behavior Is Your Product
People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....
Inside View: Suzette Robinette, Hiway Federal Credit Union
Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...
Moral Leadership in the Contact Center
Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...
Beware… Five Signals of Customer Care Burnout!
Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...
Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators
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...
Engage Your Agents to Turn Around an Underperforming Contact Center
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Inside View: Aryka Berry, Origami Owl
In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...
Top 5 Posts in May
May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s...
Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s...
Inside View: Nate Brown, UL EHS Sustainability
Some people know from a young age exactly what they want to do. They pursue a vocation with dedication and never waver from their...
Trends in Healthcare… Some May Surprise You
In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of...
Top 5 Posts in July
Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help...
