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A Guide to Determining Call Center Staffing Needs

A Guide to Determining Staffing Needs

There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership....
Top-5-Contact-Center-Blog-Posts

Top 5 Posts for January

People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline...
Call Center Outsourcing Decisions

Plan It, Prove It—A Vision for WFM

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...
Surviving a contact center PR nightmare

Surviving a PR Nightmare: Tactics for the Contact Center

Every contact center should have a comprehensive recovery plan for the “typical” disaster. Whether caused by fire, flood, earthquake or other similar event, being...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in November

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

Involve Agents in the Scheduling Process

You can significantly reduce tardiness, absenteeism and employee dissatisfaction by getting frontline agents involved in developing new schedules, says Tiffany LaReau, Pipeline author and...
High Agent Turnover

Handling a Severe Staffing Shortfall

Understaffing is a fairly common occurrence in most contact centers, but there may be times when your center experiences a severe staffing shortage. We’re...
The Ugly Truth About Call Center Agent Occupancy

The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
Underutilized Metrics

Managing Seasonal Call Volume

It’s every contact center’s mission: Making sure that the right resources are in the right place at the right time. Things get a little...
Omnichannel: Tracking the Customer Experience

Staffing an Omnichannel Operation

Our omnichannel series continues with a look at the impact on the contact center agent’s job and skill sets. So far, this series has offered...
multitasking-and-long-term-planning

Multitasking and Long-Term Planning

Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...
WFM Human Factors

WFM Human Factors

Q: How do you know if you work in a call center?A: You hear the term “shrinkage” and it doesn’t make you laugh.—Greg Levin Human...