Tag: performance management

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting...

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of...

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center...

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior...

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...

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...

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....