PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED.
Strategy Culture People Hiring
How WFH contact center employees can best engage with customers and colleagues.
Operations Strategy Culture Remote Work People
Strategy Culture Remote Work Strategy
The rampant spread of highly contagious variants of the virus has more companies grappling with whether to require employees to be vaccinated before returning to the workplace.
Strategy Culture COVID-19
This additional focus on connecting will remain even when we return to the office. It has become a critical part of our culture, a reflection of how we work and engage with each other.
Strategy Culture COVID-19 Remote Work Strategy
Agents need MORE, not less, training during a recession because there are greater demands on their skills.
Strategy Customer Experience Culture Service Delivery
We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.
Strategy Customer Experience Culture
The bottom line is this: If your company culture is healthy and strong, you’re going to be able to adapt and pivot.
As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.
Strategy Culture COVID-19 Agent Motivation
Strategy Culture Service Delivery
As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.
Strategy Culture People Workplace Environment
It takes courage to bring forth difficult news. It takes mindfulness to not react immediately. No one can tantrum themselves to a solution!
Strategy Culture White Papers
Strategy Culture COVID-19 Remote Work
To build a culture where employees are engaged and inspired to do great work, they need to actively be involved in giving, receiving and observing recognition across the organization
Customer service staff tend to take their cues from their leaders. They model their behavior on what they see demonstrated each and every day.
With every call, email, text or tweet, contact center employees make decisions and interact with customers in ways that directly affect—and reflect—the organization’s culture.
Strategy Culture Strategic management
Culture is the heartbeat of the contact center. It’s the single, most important thing to drive.
Operations Collaboration Strategy Culture Strategic management
A job is something you accept. A profession is something you choose. The work we do is far too important to be left to people that are simply filling jobs.
It is truly amazing how much differently we can view the world when our primary focus is outward, not inward.
Strategy Culture People management
Strategy Vision - Mission - Values Culture Strategic management
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All Rights Reserved.