Tag: recruiting

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...

The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For...

The end of August signals the end of the summer and, for many, a renewed focus on the workplace. For contact center professionals, this...

Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors...

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development....

Everybody loves Susie. Customers rave about her, her adherence rate is off the charts, her quality percentage is among the highest in the organization…...

Staffing and agent engagement were the most read Pipeline posts in November. Our top five posts for the month included insights for incorporating customer...

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...

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

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...