Article Excerpts    March 2010  People management

Delivering Hope for Haiti

Deloitte’s CallCenter team recently volunteered its skills to serve the Haiti earthquake relief efforts. During the “Hope for Haiti” telethon, the Deloitte team took more calls in two hours than the CallCenter usually receives in a typical 24-hour day.

Article Excerpts    November 2009  Operations management

Contact Center Compensation Trends

Review the 2009 compensation rates for select positions and inbound contact center management salaries.

Article Excerpts    November 2009  Technology

Sales: Technology is the Great Enabler

Technology is helping centers in a variety of vertical markets to drive more value from their contacts. Check out these innovative ways that contact center technology supports cross-selling/upselling and the best practices they enable.

Article Excerpts    November 2009  Training and development

The Power of Accelerated Learning

Boost training effectiveness by actively involving staff in the learning experience. Guidelines for embracing an accelerated learning approach that puts the learner front and center and promotes self-discovery and interaction.

Article Excerpts    October 2009  People management

Ideas for Affordable Contact Center Incentives

Ideas for developing staff incentives on a tight budget. The most effective rewards often don’t cost a lot.

Article Excerpts    October 2009  Strategic management

Outsouring in Today's Contact Center

Red flags to watch for regarding your outsourcing decisions and five tips for help making the right vendor choice if you do decide to outsource.

Article Excerpts    August 2009  Operations management

Sample Budget Top Page

Sample summary page to accompany your budget to explain in a snap shot your staffing request.

Article Excerpts    August 2009  Training and development

Seven Tips for Effective Training Emails

Use these seven tips when creating training emails for your staff to make them more effective.

Article Excerpts    August 2009  Operations management

The Cost of Cutting Costs

Cuts in staffing may have some unintended consequences. Here are a few items that all decisions makes should know prior to cutting staffing levels in the contact center.

Article Excerpts    August 2009  Strategic management

Customer Surveys: Three Steps for Actionable Feedback

Follow these three recommendations for setting up an effective survey process.

Article Excerpts    August 2009  Training and development

Considerations for New Hire Training

Despite the number of agents or the way training is delivered, consider these essential activities.

Article Excerpts    July 2009  Training and development

Cross Selling Techniques: How Do You Find the Right Fit?

A three step formula to teach your agents a way to uncover customers' needs and make an offer that fits those needs.

Article Excerpts    July 2009  Operations management

Perceived Social Networking Roles Vary by Company Size

Results of a study by Institute for Corporate Productivity (i4CP) on the corporate risk of social networking technologies.

Article Excerpts    June 2009  People management

Quality Monitoring: Back to Basics

Five fundamental back-to-basics strategies for your QM program.

Article Excerpts    June 2009  Technology

Unified Communications and Web 2.0

The contact center, unified communications and Web 2.0 support customer interaction.

Article Excerpts    June 2009  People management

The Impact of Agent Retention

Do you have high turnover? Five factors to consider.

Article Excerpts    June 2009  Strategic management

The Impact of Word of Mouth in the Web 2.0 World

Five key points in quantifying the ROI of word of mouth.

Article Excerpts    June 2009  Training and development

Developing a High Powered Front Line

Communicate to empower: seven tips to support your front line.

Article Excerpts    April 2009  Operations management

Align Service Level Goals with Customer Tolerance

How to create a patience scatter diagram.

Article Excerpts    April 2009  Strategic management

No Service: A Seven-Step Journey

Take the journey through these seven steps to a proactive, zero-based approach to service.

Article Excerpts    April 2009  Operations management

Real Time Queue Management

Five attributes of the best "real time customer" call centers.

Article Excerpts    March 2009  Operations management

Staffing Models

Using staff models to illustrate impact of staff cuts on service.

Article Excerpts    March 2009  Technology

Optimizing Technology

List of tips for optimizing technology at each phase in the project lifecycle.

Article Excerpts    March 2009  Operations management

First Call Resolution

Strategies to improve FCR performance and techniques for measuring it.

Complete Issues    February 2012 

Feature Article: Create a Branded Service Experience

Companies spend millions each year on marketing and advertising to create specific consumer perceptions and expectations about their brand’s personality. Yet, most contact centers undercut those efforts by delivering a generic service experience. Branding experts offer insights on how to create a unique and memorable service experience that is aligned with your company’s brand promise.

Complete Issues    January 2012 

Feature Article: Is Chief Customer Officer in Your Future?

The C-suite's growing focus on customer experience is paving the way for service leaders to take a seat at the executive table. A look at the key competencies that will help to position you for the chief customer officer role.

Complete Issues    December 2011 

Feature Article: Getting Top-Level Support

Does the C-suite really see the value of the contact center? Industry experts offer advice on how to adopt a strategic approach to address high-level pain points.

Complete Issues    November 2011 

Feature Article: Best Practices in Web Self-Service

In recent years, leading-edge organizations have set the bar for a more customer-oriented approach to online self-service. Top service providers share their insights for delivering self-service applications designed to enhance the customer experience.

Complete Issues    October 2011 

Feature Article: Contact Center Motivation

Dispel economy-based fear and anxiety by building a positive and productive work environment. A look at contact centers that motivate their frontline staff through empowerment, collaboration, recognition and fun.

Complete Issues    September 2011  People management

Feature Article: Home-Agent Best Practices

Interest in work-at-home programs is on the rise worldwide. Overseeing home-based staff requires a shift in management style for contact center supervisors. Four contact centers share their best practices, recommendations and lessons learned.

Complete Issues    August 2011 

Feature Article: Balancing Quality and Productivity

Customer interactions are growing increasingly complex, often requiring longer handle times as agents take a more consultative approach to resolving issues. A look at five service providers that are delivering high-quality customer experiences while streamlining call-handling processes and keeping costs in check.

Complete Issues    July 2011 

Feature Article: Curing Absenteeism

Poor attendance is a symptom of a deeper disorder in the center that stems from disengaged agents, low motivation and plummeting morale. To identify and address the underlying causes, take a holistic approach that begins with staff involvement.

Complete Issues  Feature  June 2011  Operations management

Feature Article: Contact Center Metrics

Welcome to the 21st century! Have your metrics evolved along with your center's customer experience and business goals?

Complete Issues    May 2011 

Feature Article: Take a Proactive Role in Customer-Centric Alignment

It's time for contact center leaders to take the lead in driving customer experience goals across the organization. Learn how to expand your role and cultivate key leaders to help you hone your strategic focus.

Complete Issues    April 2011 

Feature Article: Agent Skills Development

There is no doubt that today’s contact center environment demands a highly skilled workforce. Learn how to engage your frontline supervisors and agents to drive continuous growth and learning.

Complete Issues    March 2011 

Feature Article: Complying with the FMLA

It has been nearly two decades since the Family and Medical Leave Act (FMLA) was enacted. While organizations have improved their understanding of the law, managers are still largely challenged when it comes to properly administering it in the contact center. Common mistakes that can put your company at risk.

Complete Issues    February 2011 

Feature Article: Finding the Value in Home Agents

A well-defined home-agent program can offer remarkable benefits in staffing and scheduling flexibility. Find out where contact centers are realizing the greatest benefits, as well as common oversights that cut into your cost savings.

Complete Issues    January 2011 

Feature Article: Managing Generation Y

Are you a Gen X or Baby Boomer manager struggling to get through to your 20-something agents? Gen Yers have been characterized as high maintenance, but they can also be a high-performing workforce for those who know how to manage them.

Complete Issues    December 2010 

Feature Article: The Changing Face of Service

The digital age is reshaping the way customers engage with companies. What do changing mobile and social networking preferences mean for contact centers? Find out how to align your service strategies with today's demand for anywhere, anytime, instant communication.

Complete Issues    November 2010 

Feature Article: Leading Customer-Centric Change

Contact center leaders with the ability to embrace change and align disparate functions will play a key role in helping their organizations to thrive in the post-recession economy. Learn about effective change-management practices for driving customer-focused initiatives.

Complete Issues    October 2010 

Feature Article: Managing Seasonal Call Volume

If your center deals with seasonal surges in call volume, it can be a challenge to make sure that the right resources are in the right place at the right time. Read about eight options for handling periods of peak demand.

Complete Issues    September 2010 

Feature Article: Managing a Distributed Workforce

Over the past few years, contact centers have been dealing with an increasingly distributed workforce. Advancements on the technology side can ensure a seamless workflow, but without regular face-to-face interaction, managers often find it difficult to communicate effectively with their remote agents and build a team-oriented culture. Industry experts offer tips for staying connected with distributed agents.

Complete Issues    August 2010 

Feature Article: Multichannel Feedback

To provide consistent service delivery across contact channels, organizations need to consolidate feedback sources to develop a unified view of the customer. A look at the barriers and challenges facing today’s multichannel organizations.

Complete Issues    July 2010 

Feature Article: Employee Engagement

The key drivers of employee engagement may differ from company to company, but the direct correlation to customer engagement and profitability has been proven at companies that recognize the value that their front line provides. A look at two companies whose employee-centric practices generate passion for customers and continuous improvement among their workforces.

Complete Issues    June 2010 

Feature Article: Retaining Top Performers

A dismal job market has curbed contact center attrition over the past couple of years, but multiple studies have indicated that as many as 60% of employees are planning to look for — or are already looking for — a new job in 2010. Contact center leaders offer ideas on how to retain top talent.

Complete Issues    May 2010 

Feature Article: Adding Sales to Your Service Culture

Companies have gotten smarter about the technology they use to support sales in the contact center, but most have not managed to make a successful cultural transformation from service to sales. A look at where centers are going wrong, and advice for making a smooth transition to a service-and-sales environment.

Complete Issues    April 2010 

Feature Article: Executing CEM Strategy

Recent research shows that organizations are experiencing a significant disconnect between developing a customer experience management strategy and actually implementing it. Read about the top challenges and what some companies are doing to drive customer experience process improvements in the contact center.

Complete Issues    March 2010 

Feature Article: Getting Social with Customers

Some companies are taking innovative approaches to social media that are transforming their businesses and culture. A look at five companies that are on the leading edge of customer-focused social strategies.

Complete Issues    February 2010 

Feature Article: Driving Process Excellence

Increasing the contact center’s performance often requires an in-depth look at inefficiencies and errors that take place in other areas of the company. Find out how contact center leaders are identifying these service barriers and driving an organizationwide focus on the customer experience.

Complete Issues    January 2010 

Feature Article: Recruiting for Retention

Contact centers can expect increased competition for skilled service staff in the post-recession labor market — and skyrocketing attrition for those lacking solid programs to retain both new and veteran agents. Industry experts offer strategies to help you meet your recruiting and retention goals.

Complete Issues    December 2009 

Feature Article: Contact Center Performance Measures

Contact centers are poised to play a key role in building customer value — yet most still rely on cost-efficiency metrics to drive performance. Learn about shifting business priorities that are impacting call center KPIs.

Complete Issues    November 2009 

Feature Article: Contact Center Compensation Trends

Short-term survival tactics are giving way to long-term growth strategies as organizations shift their focus from cost-containment to value and revenue generation. A look at the impact that more customer-centric priorities will have on contact center roles and pay.

Complete Issues    October 2009 

Feature Article: Low-Cost Agent Incentives

Effective incentive programs don’t have to cost a lot, and the return in increased performance and employee satisfaction can be substantial. Contact center leaders share tips and advice for creating low-cost incentives that keep your frontline staff engaged and motivated.

Complete Issues    September 2009 

Feature Article: Frontline Customer Care

Creating a strong service culture that enables your front line to act as customer advocates takes a shared vision, customer-centric metrics, communication and, importantly, a quality supervisor-employee relationship. Contact center leaders share their advice on how to set the stage for service excellence.

Complete Issues    August 2009 

Feature Article: Make Customer Feedback Actionable

Do your customer feedback methods provide input that is actionable and targeted toward improving the service experience? Contact center leaders offer essential advice on enhancing the process for collecting, analyzing and communicating the customer’s story.

Complete Issues    July 2009 

Feature Article: Safeguarding Customer Data

A data security breach can cripple your organization -- costing an average $202 per compromised customer record, as well as long-term lost revenues due to increased customer churn. The No. 1 weakness in corporate data security is people. Learn how mobile devices and social networking can expose your company to data theft.

Complete Issues    June 2009 

Feature Article: The Impact of Word of Mouth in the Web 2.0 World

Social media provides a powerful platform for customer complaints. Anger and frustration fuel the desire to rant to an audience -- and one irate customer can do irreparable damage to a company’s image. Find out how leading companies are taking control of the online buzz about their products and services.

Complete Issues    May 2009 

Feature Article: Evolve Reactive Service Practices into Proactive Customer Care

Break free of the complaint center image by reinventing the contact center’s role within your organization. Find out how to position your operation as a value center through the elimination of common errors and complaints, partnering with internal departments, developing a proactive service model and instilling the appropriate behaviors in your front line.

Complete Issues    April 2009 

Feature Article: Maximize the Value of Self-Service

Do your self-service channels offer consistent service that enhances the customer experience and supports your brand? Learn how leading organizations are working to understand their customers’ preferences, simplify self-service transactions, get customers to the right resources quickly and provide value-added services and information.

Complete Issues    March 2009 

Feature Article: Driving Performance in a Weak Economy

Most organizations are currently in survival mode, yet it’s during challenging times like these that leaders should be evaluating customer initiatives and looking for opportunities to emerge from the recession at the top of their market. Learn strategies for maximizing value and generating long-term success.

e-Newsletters    September 2011 

Pipeline Online: Surviving a PR Nightmare

Every contact center should have a comprehensive recovery plan for the "typical" disaster. Not every worst-case scenario, though, fits the definition of a "traditional" disaster. Many events can ... have a disastrous impact on performance results, customer loyalty, employee satisfaction and/or revenue.

e-Newsletters    September 2011 

Pipeline Online: Home-Agent Programs

While the advantages of home-agent programs can be very appealing, if your model is not well-defined, you'll likely find yourself running into a few stumbling blocks that can make deep cuts in your potential savings. Following are four common mistakes that contact centers make when rolling out a home-agent program, which can lower the ROI.

e-Newsletters    August 2011 

Pipeline Online: Managing Gen Y

Are you a Generation X or Baby Boomer manager struggling to get through to your Gen Y agents? Gen Y employees (those 21 to 33 years old) have been described as the most high-maintenance workforce to date, but they can also be the most high-performing, if you learn what makes them tick.

e-Newsletters    July 2011 

Pipeline Online: 7 Tactics for Optimizing Your Quality Program

Like it or not, quality monitoring is an absolute necessity in contact centers—and when carried out well, a truly valuable one at that. Trouble is, many contact centers struggle to get the most out of their quality monitoring efforts, or worse, don’t bother to formally monitor at all.

e-Newsletters    July 2011 

Pipeline Online: From Customer Service to Customer Experience

Contact centers play a critical role in the customer experience; however, it is important for organizations to understand that the center is just one piece of a much bigger pie. Progressive organizations are starting to take more of an outside-in approach to the way they are measuring service success.

e-Newsletters    June 2011 

Pipeline Online: Making the Case for Lower Turnover

In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but the general opinion is that the cost of the cure is likely greater than the benefit. It is your challenge to change that line of thinking. Building a case stands on three credible arguments.

e-Newsletters    June 2011 

Pipeline Online: Communicating Customer-Centric Change

Becoming a customer-centric organization typically requires a culture change that must be driven from the top. A collaborative approach that involves a close partnership with senior executives will ensure that customer-focused objectives have the type of high-level backing necessary to drive them throughout the organization.

e-Newsletters    May 2011 

Pipeline Online: Supporting Agents through Change

Today more than ever, an organization's survival is dependent upon its ability to respond to the near-constant changes that impact businesses from every direction. When it comes to making changes of any kind, from a simple policy adjustment to a complete strategy overhaul, your success rests on how well your agents understand and embrace change.

e-Newsletters    May 2011 

Pipeline Online: 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 trickier, though, when your center deals with seasonal surges in call volume. Whether your peak volume period lasts a few weeks or several months, there are several options to help you smooth out the workload. The following are a few strategies that have worked successfully for many contact centers.

e-Newsletters    April 2011 

Pipeline Online: Executive Interaction on the Front Lines

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent's job success depends on interpersonal skills, and it is the supervisors, managers, directors and top executives who model the desired behavior.

e-Newsletters    April 2011 

Pipeline Online: Staying Connected with a Distributed Workforce

The last few years have brought about a few considerable changes in the way contact centers manage their employees. One of the most significant is the growing proportion of distributed agents—whether they work from home, in other office locations or in satellite centers.

e-Newsletters    March 2011 

Four Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer experience on call after call? Higher pay alone won’t produce passionate concern for the company’s well-being and dedication to helping it achieve its vision or goals. The following are 4 key drivers found in centers with high levels of engagement.

e-Newsletters    March 2011 

Do you know who I am?

What your customers want you to know about IVR self-service. If you can make speech-based, automated phone self-service a success, everyone wins. Costs go down. Customer satisfaction goes up. Everyone gets what they want. But these systems—known as Interactive Voice Response (IVR)—often ignore the very basic tenets of customer service. Callers provide information, are made to wait, listen to irrelevant options, wait some more, only to be asked to repeat themselves. Who wouldn't be frustrated?

e-Newsletters    February 2011  People management

4 Best Practices to Retain Top Performers

Many contact centers are not aware of the underlying reasons why their top performers choose to leave. Traditional exit interviews don't offer reliable feedback because they only scratch the surface of the causes of attrition.

e-Newsletters    January 2011  People management

Recruiting, Engaging, Motivating and Retaining Generation Y

Are you a Gen X or Baby Boomer manager struggling to get through to your 20-something agents? Gen Yers have been characterized as high maintenance, but they can also be a high-performing workforce for those who know how to manage them.

e-Newsletters    January 2011  Strategic management

Adding Sales to a Service Culture

Companies have gotten smarter about the technology they use to support sales in the contact center, but most have not managed to make a successful cultural transformation from service to sales. A look at where centers are going wrong, and advice for making a smooth transition to a service-and-sales environment.

e-Newsletters    December 2010  Operations management

Executing Your Customer Experience Strategy

Most companies agree that ensuring a consistent, high-quality customer experience is essential for building loyalty and growing revenue.

e-Newsletters    November 2010  Operations management

Getting Social with Customers

Organizations now recognize that they can't afford to ignore the impact social media is having on customers, brand reputation and revenue. Here is a brief look at some of the social media forerunners.

e-Newsletters    October 2010  People management

Low Cost Agent Incentives

In tough economic times, what can you do to inspire your frontline staff and recognize them for their efforts? Fortunately, the most effective incentive programs don't have to cost a lot, and the return in higher morale and increased performance can be substantial.

e-Newsletters    September 2010  People management

Recruiting and Retaining Top Talent

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 just uncovered a key reason for high turnover in your contact center.

e-Newsletters    September 2010  Operations management

Create a winning Contact Center

Forget about all the cool technologies designed to "wow" your customers — delivering on the service basics time after time will earn their loyalty.

e-Newsletters    September 2010  People management

Seven Stage Contact Center Hiring Process

As reported by Susan Hash, Editor of Contact Center Pipeline, recent analysis by Hewitt Associates shows that almost half (46%) of the organizations worldwide saw a significant drop in employee engagement levels in June—the largest decline the HR consulting and outsourcing firm has observed in 15 years.

e-Newsletters    August 2010  Strategic management

Your customers are talking about you

Social media provides a powerful platform for customer complaints. Anger and frustration fuel the desire to rant to an audience -- and one irate customer can do irreparable damage to a company’s image. Find out how leading companies are taking control of the online buzz about their products and services.

e-Newsletters    June 2010 

Overcome Interdepartmental Barriers to Process Excellence

e-Newsletters    March 2010  Operations management

Inside Fedex and Comcast Call Centers

Pipeline Articles  Feature  February 2012  Strategic management

Feature Article: Create a Branded Service Experience

Companies spend millions each year on marketing and advertising to create specific consumer perceptions and expectations about their brand's personality. Yet, most contact centers undercut those efforts by delivering a generic service experience. Branding experts offer insights on how to create a unique and memorable service experience that is aligned with your company's brand promise.

Pipeline Articles  Agility Factor  February 2012  Strategic management

Multichannel Expertise

Managing multiple communication channels is a given for the vast majority of contact centers over the next few years. Being adept at all of them will require a redesign of your key practices. Start with the three areas that will make life easier for your frontline staff.

Pipeline Articles  Customer Surveys  February 2012  Strategic management

Common Survey Research Mistakes: Mistake #6: Lost in Translation

A charming hotel stay is followed up by a not-so-charming survey. Even a simple, one-screen survey requires careful phrasing and design to gather meaningful, actionable, accurate data.

Pipeline Articles  Inside View  February 2012  People management

Intralox

Intralox's business philosophy stems from the creativity, drive and work ethic established by its founder—an inspired designer who earned 191 U.S. patents and established four companies based on his industry-defining inventions. The company’s culture, leadership and staff still uphold the principles that he passed down: an intense commitment to innovation, integrity and continuous improvement.

Pipeline Articles  Leading Thoughts  February 2012  Strategic management

Service with a Personal Touch

Automation can't replace good old-fashioned people skills. Customers want to feel like they are a priority. Even if they can’t always get the answer that they want, they expect the truth (whether it’s good news or bad) and they appreciate effort.

Pipeline Articles  Performance Matters  February 2012  People management

Employee Engagement

When employee engagement is successful, it should also drive customer engagement. However, some contact centers are finding a disconnect between their goals for service quality and employee engagement. The drawbacks of two common methods used to motivate frontline staff.

Pipeline Articles  Strategic Staffing  February 2012  Operations management

Top Contact Center KPIs

Are you measuring what matters to your most important stakeholders? A new look at the top 20 key performance indicators for today’s contact centers.

Pipeline Articles  Tech Line  February 2012  Technology

Multichannel Technology Comes into Its Own

Customers expect communication choices, and companies need to deliver. It’s time to look at your organization’s end-to-end customer experience, within and across channels, eliminate the media silos and treat each channel with respect.

Pipeline Articles  The View from the Saddle  February 2012  Strategic management

Service Vs. Collaboration

The advent of social media is creating a customer care environment that encourages a collaborative customer care strategy. Paul Stockford examines the impact that collaborative relationships will have on contact center operations.

Pipeline Articles  Feature  January 2012  Strategic management

Feature Article: Is Chief Customer Officer in Your Future?

The C-suite's growing focus on customer experience is paving the way for service leaders to take a seat at the executive table. A look at the key competencies that will help to position you for the chief customer officer role.

Pipeline Articles  Agility Factor  January 2012  Technology

Automation Vs. Expertise

When choosing new technology for your center, the ability for a system to match the skills of your agents may be the most important and least visible consideration. In the end, it's the interaction between our agents and these machines that determines how valuable the application may be.

Pipeline Articles  Customer Surveys  January 2012  Strategic management

Common Survey Research Mistakes: Mistake #5: Lying Introductions

First impressions are critical to getting a good response rate. Make sure there is no misalignment between the survey invitation and the survey instrument.

Pipeline Articles  Inside View  January 2012  People management

Canadian Tire Financial Services

A look inside an award-winning contact center that emphasizes a strong customer-focused culture supported by highly engaged staff.

Pipeline Articles  Leading Thoughts  January 2012  Strategic management

Improving the Customer Experience

The results of a recent survey finds that, while service executives can effectively improve the customer experience, they often lack key information to do so.

Pipeline Articles  Management ROI  January 2012  People management

Improve Your Job Brand to Attract Top Talent

People have preconceived ideas about almost every job available. Is your center's recruiting message compelling and accurate? Focus on key benefits to attract—and keep—the right talent.

Pipeline Articles  Performance Matters  January 2012  People management

Empowered Employees Drive Continuous Improvement Culture

Give your front line a voice in process improvement for long-term change that impacts culture, performance and employee morale.

Pipeline Articles  Superior Service  January 2012  People management

New Year’s Resolutions for Contact Center Managers

The start of a new year is the perfect time to commit to making positive changes within your team, your company—and yourself. Mike Aoki offers seven resolutions to give you a head start for a successful year.

Pipeline Articles  Tech Line  January 2012  Technology

The Value of Technology Assessment and Planning

The pursuit of technology projects is on the rise. But take care: Moving too fast can lead to “shelfware” and unrealized expectations. A four-step process to ensure that you're pursuing the right technology to meet your requirements and environment.

Pipeline Articles  The View from the Saddle  January 2012  Strategic management

What's Trending in ’12

Analyst Paul Stockford breaks out his crystal ball and reveals five trends that will have a significant impact on the contact center this year.

Pipeline Articles  Feature  December 2011  Strategic management

Getting Top-Level Support

Does the C-suite really see the value of the contact center? Industry experts offer advice on how to adopt a strategic approach to address high-level pain points.

Pipeline Articles  Agility Factor  December 2011  Strategic management

Regifting for 2012

It’s time to get rid of the useless junk that may be cluttering your operation. Jay Minnucci’s end-of-the-year guide to clearing out ideas and processes that haven’t been a good fit for your center.

Pipeline Articles  Contact Center Q&A  December 2011  People management

Contact Center Compensation

Mercer analyst Beth Ann Finis discusses results from the firm’s latest contact center compensation research report.

Pipeline Articles  Forecast Focus  December 2011  Operations management

Top 10 WFM Best Practices and Bloopers

2011 was an exciting year for workforce management. A look at the year’s 10 best practices and 10 worst bloopers.

Pipeline Articles  Inside View  December 2011 

A Best Practice Roundup

A look back to commemorate the customer-centric practices of a few remarkable service providers.

Pipeline Articles  Leading Thoughts  December 2011  Strategic management

FCR: The Go-To Metric for a Positive Customer Experience

Call resolution is the moment of truth that matters most to customers. New research from SQM Group reveals the impact of FCR on the customer experience and loyalty.

Pipeline Articles  Management ROI  December 2011  Operations management

Improving Cost-Effectiveness in a Challenging Economy

Avoid unintended consequences and missed opportunities when enhancing your center’s cost-effectiveness. A look at the considerations and cautions with four practical approaches.

Pipeline Articles  Performance Matters  December 2011  People management

Bridging the Distance: Managing Your Remote Workforce

Is uncertainty and fear about how to manage a distant workforce holding back your center’s work-at-home efforts? Read about four best practices for building a strong people management framework for your remote staff.

Pipeline Articles  Strategic Staffing  December 2011  Operations management

Skill-Based Scheduling

Is your simulation program hampering the WFM team’s ability to respond quickly to changes? How much precision do you really need?

Pipeline Articles  Tech Line  December 2011  Technology

What’s On Your Radar for 2012?

Companies are ready to invest in their contact centers again, and there is no shortage of projects vying for attention. A look at four technology projects that can deliver the greatest bang for the buck.

Pipeline Articles  The View from the Saddle  December 2011  Strategic management

Scheduling the CEO and Other Pipe Dreams

Is workforce management-type scheduling for managers and executives actually feasible?

Pipeline Articles  Feature  November 2011  Strategic management

Best Practices in Web Self-Service

In recent years, leading-edge organizations have set the bar for a more customer-oriented approach to online self-service. Top service providers share their insights for delivering self-service applications designed to enhance the customer experience.

Pipeline Articles  Agility Factor  November 2011  Strategic management

The Promise of the Proactive Contact

A proactive communication strategy considers the individual customer’s potential needs and marries it to the proactive analysis required to deliver an unexpected experience. It’s an area of vast opportunity and, done right, it will transform our contact centers

Pipeline Articles  Forecast Focus  November 2011  Operations management

How to Deal with Special Events, Data Anomalies and Holiday Factors

There is no such thing as a typical day in a call center—and forecasts can quickly be polluted with abnormalities. Ideas to ensure that your forecast consistently performs the way you expect it to.

Pipeline Articles  Idiom Insights  November 2011  Strategic management

Gut Instinct… Or Is It Gut-Wrenching?

In today’s complex, constantly changing business environment, successful leaders rely on a fine balance of empirical data and gut instinct.

Pipeline Articles  Inside View  November 2011  Strategic management

Bronto Software

Bronto Software is no dinosaur when it comes to business. Innovative technology coupled with proactive customer service has resulted in increased revenue for its clients, and remarkable growth for the company.

Pipeline Articles  Performance Matters  November 2011  People management

The Evolving Contact Center Leader

Contact centers are weathering a sea change of technology and increasing customer expectations. Industry experts highlight the leadership skills that matter most in today’s crowded, competitive hiring market.

Pipeline Articles  Tech Line  November 2011  Technology

Contact Centers in the Clouds

SaaS, hosted, cloud-based… whatever you call it, expanding your sourcing options can be a win for your center, IT and the overall business. A look at the potential benefits and risks to consider while planning your strategy.

Pipeline Articles  The View from the Saddle  November 2011  People management

The Six Truths of Gen Y Workers in the Contact Center

How is Gen Y really changing the workplace? Paul Stockford offers a look at the “dark side” of the trophy generation.

Pipeline Articles  Feature  October 2011  People management

Contact Center Motivation

Dispel economy-based fear and anxiety by building a positive and productive work environment. A look at contact centers that motivate their frontline staff through empowerment, collaboration, recognition and fun.

Pipeline Articles  Agility Factor  October 2011  Strategic management

Your Relationship with IT

Building a strong bond with IT will ensure that you are a true partner in technology purchasing decisions. A four-step plan for establishing mutual trust and understanding with IT leaders.

Pipeline Articles  Author Q&A  October 2011  Strategic management

Customer Surveys: A Q&A with Fred Van Bennekom

Author Fred Van Bennekom has had a long career in feedback management and helping organizations to apply the lessons learned from his research and past experience. In this issue, he shares a few insights about approaches to customer listening.

Pipeline Articles  Forecast Focus  October 2011  Operations management

How to Forecast Work That Is Not a Phone Call

Today’s centers handle multiple types of contacts, and your reporting audience may ask for forecasts of seemingly similar workload that does not arrive by phone. Key considerations for chat, text, web and IT support calls.

Pipeline Articles  Inside View  October 2011  People management

Contact Center Champions Team Up in Fight Against Childhood Cancer

Contact centers dress casual to raise funds for St. Jude Children’s Research Hospital.

Pipeline Articles  Leading Thoughts  October 2011  Strategic management

New Technologies Are Elevating the Center's Role

Global IT services and solutions provider Dimension Data recently released the results of its 2011 Global Contact Center Benchmarking Report. Head of Global Benchmarking Andrew McNair shares key trends impacting the contact center industry.

Pipeline Articles  Leading Thoughts  October 2011  Operations management

Understanding Enterprise Workforce Management

The contact center isn’t the only the only department that interacts with customers. Organizations need a holistic solution to link all customer touchpoints.

Pipeline Articles  Management ROI  October 2011  Training and development

Debt Collection

Collection calls are likely the most sensitive calls an organization makes with its customers. An effective training program for collection agents should focus on building confidence and demonstrating genuine empathy for debtors.

Pipeline Articles  Performance Matters  October 2011  Training and development

Team Leader Training

Making the transition from top-performing agent to team leader requires additional training. 10 skills new team leaders need to know.

Pipeline Articles  Tech Line  October 2011  Technology

IT and the Contact Center: Changing Together

Successfully planning, implementing and supporting contact center technology requires a collaborative effort between IT and center leaders. It’s a new game with new roles.

Pipeline Articles  The View from the Saddle  October 2011  Strategic management

Transfer Pricing and the End of Outsourcing to India

The “tax holiday” is over. Many U.S. companies that outsourced their centers to India are now getting hit with unexpected tax bills on inflated profits dating back three to four years.

Pipeline Articles  Feature  September 2011  People management

Home-Agent Best Practices

Interest in work-at-home programs is on the rise worldwide. Overseeing home-based staff requires a shift in management style for contact center supervisors. Four contact centers share their best practices, recommendations and lessons learned.

Pipeline Articles  Agility Factor  September 2011  Operations management

Better Call-Routing Design

Automated greetings, menu options and routing configurations combine to provide customers with that all-important first impression of your service commitment. A few improvements can set the tone for a long-lasting relationship.

Pipeline Articles  Customer Surveys  September 2011  Strategic management

Common Survey Research Mistakes: Mistake #3: Don't Trip Over the Last Steps

Your survey project doesn’t end after the data have been analyzed, written up and presented to the execs. It’s time to take action and communicate the findings to your customers.

Pipeline Articles  Forecast Focus  September 2011  Operations management

The Danger with Forecast Accuracy

Is forecast accuracy the weak link in your WFM processes? While it's the single most important metric for professional forecasters, it is also the source for major discontent because it’s commonly misunderstood, misused and mislabeled. Six hazards to avoid.

Pipeline Articles  Idiom Insights  September 2011  Strategic management

Two Cents' Worth

Low-value communication has been around for centuries, but there are two areas in modern business where this particular idiom seems to fit well.

Pipeline Articles  Inside View  September 2011  People management

Yellow Media Group

A niche outsourcer provides app developers with the service advantage in a highly competitive market.

Pipeline Articles  Leading Thoughts  September 2011  Operations management

Best-in-Class Problem Management

A branded customer experience is an important driver of customer loyalty and business growth. How a company deals with problems and operational failures can be the difference between "good" or "great".

Pipeline Articles  Management ROI  September 2011  Operations management

Easy, Useful Analyses for Your Contact Center

Even if your center has sophisticated analytical systems in place, simple tools like spreadsheets and graphs can provide powerful insights for decision making.

Pipeline Articles  Performance Matters  September 2011  People management

Training Is Not a Cure-all

Sometimes providing more training is not the solution to improve poor performance. Consider five other possible root causes.

Pipeline Articles  Tech Line  September 2011  Technology

Not Your Mother's IVR

In today's multichannel world, the time is right to redefine the role IVR plays in the contact center and the overall customer experience. A look at six key innovations that have the potential to create positive change for voice interactions.

Pipeline Articles  The View from the Saddle  September 2011 

Out with the New, In with the Old

A relationship between buyer and seller that is based on trust and honesty may not be as passé as current marketing theory would lead us to believe.

Pipeline Articles  Feature  August 2011  Operations management

Balancing Quality and Productivity

Customer interactions are growing increasingly complex, often requiring longer handle times as agents take a more consultative approach to resolving issues. A look at five service providers that are delivering high-quality customer experiences while streamlining call-handling processes and keeping costs in check.

Pipeline Articles  Agility Factor  August 2011  People management

Coaching the Coach

Don’t assume that your supervisors know what behaviors to coach, how often to do it or how to do it effectively. Supervisor training builds their confidence and coaching consistency.

Pipeline Articles  Forecast Focus  August 2011  Operations management

WFM Tips to Help You Save Costs

The goal of effective workforce management is to ensure that the right number of people are staffed at the right times. Your WFM practices may hold the key to unrealized savings.

Pipeline Articles  Inside View  August 2011  Operations management

U.S. Small Business Administration Disaster Assistance Customer Service Center

Delivering consistently high service performance in a constant state of readiness requires strong leadership, knowledgeable staff and effective teamwork.

Pipeline Articles  Leading Thoughts  August 2011  Strategic management

Maximizing the Voice of Your Customers

Analytics has allowed organizations to have deeper insight into customer experiences and relationships. A look at a few best practices for analyzing and applying VOC data that have emerged among the early adopters.

Pipeline Articles  Management ROI  August 2011  Operations management

5 Best Practices for Reducing AHT

Although centers are moving away from AHT as a key performance indicator, it still plays a critical role in workforce management planning. Five effective methods for cutting AHT while raising FCR, customer satisfaction and agent engagement.

Pipeline Articles  Performance Matters  August 2011  People management

Under Pressure: Technology, Stress and the Contact Center Agent

Studies show that technological stress—the physical, mental and emotional stress that employees feel resulting from technological enhancements in the workplace—can be a real and significant source of job dissatisfaction and burnout. Recommendations for reducing “tech stress” in your center.

Pipeline Articles  Tech Line  August 2011  Technology

Optimizing Technology Selection

Eliminate the risks and pain of selecting the right technology solution to meet your center’s needs. Six steps to help you streamline the process, identify tradeoffs and determine the best option for your situation.

Pipeline Articles  The View from the Saddle  August 2011  Strategic management

Nortel Nostalgia and the Changing of the Guard

Nortel’s demise leaves some big shoes to fill in the contact center industry. Cisco’s vision for the future of communications makes it the likely heir to the throne.