Tag: quality monitoring

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...

I’ve always maintained that the frontline supervisor is the most critical role in a contact center. They have a tremendous impact on agent satisfaction...

The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques...

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...

January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about...

Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey...

If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...

Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their...

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. service, virtual vs. brick and mortar, small vs....