Engagement is a key ingredient in feeling valued; it is also a prerequisite for an optimistic culture. The Contact Center is a people-driven business. If you have people whose lights “have gone out,” they could be turning the lights off for your customers, as well. How to generate engagement momentum and fuel to “light the lights” of your frontline agents.

Contact Center staff are essential to the enterprise. Investing in the hiring, training, coaching, staff development, and retention of Contact Center frontline workers will yield untold gains in the months and years to come. A look into training, optimization, and performance initiatives that drove a new culture within the Penn Medicine Marketing Contact Center.

The Contact Center has played a major role in many industries during this pandemic. So much so that 82% of respondents from a recent Contact Center survey report that the business impact of Covid-19 has elevated senior management’s awareness of the strategic importance of the Contact Center. It’s time to seize the opportunity to make a case for proper funding …

Change is often the result of any good assessment, one in which the entire team has been included from the get-go. Now is an opportune time to undertake an internal assessment of your Contact Center. This continuation of the January 2021 column focuses on the key elements needed to provide a clear picture of your Contact Center’s current state.

The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling. Now is an opportune time to evaluate the Contact Center’s current state. Key focus areas to cover that create a structural framework for your Contact Center.

2020 forced leaders to navigate through crises that caused massive disruption. Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership. Observations on leadership, technology readiness and supporting WFH agents.

The history and evolution of the Healthcare Access Center provides key learnings for the future of customer care across industries. How to create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.

More than anything, frontline agents want to know what the future holds. While we cannot predict the end of this pandemic, we can keep folks up to date on what is being considered. Three areas where you can lighten the load—for yourself and others in the Contact Center.

Summer opens up opportunities to engage in quick and thoughtful analysis of your organization, your leadership, and the future of both. Eight approaches to include in your leadership lineup during these unique times.

Early in 2020, Contact Center Pipeline declared 2020 the “Year of the Agent.” The agent is the lynchpin between the company and the Customer Experience. Strategies for leadership to reinforce the skills that empower our frontline agents to deliver on the Customer Experience promise.