Tag: quality monitoring
Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind
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...
Inside View: An Interview with Randal Hiester, Health First
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...
Quality and Clarity: Passing and Receiving the Communication Baton
Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...
Findings from the Frontline Supervisor Survey
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...
Top 5 Posts in July
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...
Bringing Quality Monitoring into the Heart of the Contact Center
Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques...
A Culture of Trust
Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult...
Top 5 Posts in January
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...
A Look Ahead: 17 on ’17 (Part 3)
Welcome to 2017! What are the trends that contact center leaders keep an eye on over the next 12 months? Part 3 of our...
Contact Center Pipeline Magazine: Inside Our January 2017 Issue
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...
Use Technology to Optimize Staff
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...
Executive Talk: Chris Shortall, Destination XL Group
Chris Shortall is Vice President, Store Communications and Contact Center Operations at Destination XL Group. Chris does a wonderful job of explaining how their...
Conversing or Transacting?
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....
Top 5 Posts in June
Wondering what your fellow contact center professionals were reading about in June? Take a look at our top 5 posts for the month—topics included...
Speech Analytics and Quality Monitoring
Speech analytics has received a lot of press in the past few years. Some centers have purchased it, and many more have it on...
Top 5 Posts in March
Our most-read blog post in March was Kathleen Peterson’s insightful look back at McKinsey & Company’s decade-old research into the impact of Moments of...
4 Ways to Expand the Value of Quality Monitoring
I have always been a big proponent of quality monitoring (QM) programs. It’s the best process we have to determine how well agents are...
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...
Giving Customers a Voice in Quality Monitoring
The voice of the customer is a valuable resource for improving agent performance and customer satisfaction. Incorporating customer feedback into the quality monitoring process...
Omnichannel: Reevaluating the QA Process
Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
