The Fine Art of Contact Center Management

Contact Center Pipeline

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Leadership Workforce Management ACD invisible queue random call arrival visible queue WFM workforce management

There’s Magic in Managing the Details


I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. In other words, the employees are trained to have a “manage the details” mindset.


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Managing Emotional Labor in the Contact Center

Contact Center Pipeline

Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress managementThe phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?”

Rebooting Your Workforce Management Strategy

Contact Center Pipeline

Our workforce management (WFM) landscape is changing at breakneck speed. This presents entirely new challenges and opportunity for workforce managers. Workforce management professionals are still grappling with this epic change.

2022 Contact Center Buyers' Guide

As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.

The Fine Art of Contact Center Management

Contact Center Pipeline

Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. The five factors of Caller Tolerance.

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

Crisis Management call center change management Collaboration contact center COVID-19 leadership remote communication strategic planning technology selection virtual agents work from home workforce managementWe are finally at the end of a turbulent 2020.

Choose your battles wisely – Conflict Resolution Training for Managers

Myra Golden Media

Jack Cooper’s managers are ready to preempt escalations and manage conflict. For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training. I loved every minute of this interactive training project!

Warranty Cost Management: Guarantee Satisfaction & Profitability


Product warranty management has become an area of focus for many manufacturers. The High Costs of Warranty Claim Management. These services, as well as other industries that are negatively affected by high numbers of warranty claims, need better warranty management solutions.

What is Workforce Management?


Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. In other words, WFM involves studying the past, managing the present and predicting the future. Why does workforce management matter?

Managing Product Feedback at Scale

This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input.

Workforce Management Evolution

Contact Center Pipeline

Workforce Management call center contact center WFM workforce managementNo matter the size of your contact center, your team is focused on making sure you have the right number of agents to process the transactions within the targeted grade of service while controlling the cost of providing that service. In smaller centers, proper staffing can be an even more acute challenge and a priority […].

How to sell your CEO on Key Account Management


Struggling to effectively manage large accounts as an account manager is difficult without organization-wide support. Account Management Key Account Management Tools Account Planning

Managing Modern Customer Expectations with AI

Contact Center Pipeline

Modern consumers crave immediacy and the global pandemic, and acceleration of technology it delivered, has only enhanced this demand.

What is a Document Management System (DMS)?


In this post: What is a document management system? What are the benefits of using a document management system? With the huge volume of documents and data handled by call centers on a daily basis, it’s no wonder that management can become overwhelming at times.

Research Report: The State of Community Management

Online communities provide a wealth of benefits for organizations. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020. Get a free copy today!

Quality Management Should Not be Seen as a Tick Box Exercise, but Rather as a CX Value Driver


By definition, Quality Management (QM) ensures that an organisation’s product or service is consistently managed against a standard that assures the organisation of meeting customer expectations.

The Complete Guide to Call Center Management


Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Why strong call center management is important.

The Humble Manager – Tip #15

Steve DiGioia

Is this a mindset of a weak manager? Instead, the humble manager is realistic and open to suggestions. The Humble Manager Values Teamwork. It’s good to be a humble manager. It’s about a bad manager, a really bad manager.

Your First 100 Days as an Account Management Leader Part 7: Ensuring Your Account Management Team Is Equipped


Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes. Account Management Key Account Management Tools Account Planning

Conquering CX Through Workforce Engagement

Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC

According to Gallup data, only 33% of employees reported they are engaged at work. Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. Tune in to this webinar and learn how investing and focusing on employee engagement allows your company to increase productivity, retain top talent, and increase your customers' experience.

How To Manage Expectations

Beyond Philosophy

Airlines are Managing Customer Expectations. Managing customer expectations is critical for success in business. The post How To Manage Expectations appeared first on. Have you been on a flight recently and found that you arrived at your destination a little early? I have, but I never thought much about it until I heard this NPR report. A Tufts University researcher named Silke Forbes thought it odd that she arrived 30 minutes early on a flight from Cleveland to Washington.

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

How to Manage Uncertainty

Beyond Philosophy

How to Manage Uncertainty. I heard the manager say about the team that you have to control the controllable. I quite like that phrase and I believe it is the key to managing uncertainty in your business for your customers. In some ways, this is how you manage uncertainty. We talked about how to manage uncertainty for yourself, your organization, and your customers in this episode of The Intuitive Customer podcast. My team is the Luton Town Football Club.

The Critical Role of Incident Management in Contact Centers


If you could boil down the role of contact center managers to just one job, what would it be? chatbots contact center incident managementDo You Have the Plan and Tools You Need? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

3 Must-Haves on the Path to a Better Customer Journey

Speaker: Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 8x8

Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

Managers Are Usually to Blame for Escalations

Myra Golden Media

Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. They’re going to go straight to the manager. So, I asked for a manager.

How Absence Management helps Human Resources


Pipkins is a workforce management (WFM) software service that specializes in labor utilization and scheduling – absence management is a key element. We manage give-a-ways – when the employee is not wanting to trade shifts. Absence Manager.

Call Center Workforce Management


In our attempt to make sense of the struggles of hiring, keeping, and meeting the needs of call center agents, we’ve sought the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular.

Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. One of the consequences of this period of employee empowerment and company upheaval is the need for tools to help organizations manage an increasingly complex workforce of humans and bots.

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

Overcoming Manager Burnout


Manager burnout has always been a challenge, especially in the tech space, where it is too easy to keep working — whenever and wherever you want to. Imagine the breakdown when management teams cannot feel like they are putting in 100%. Why Manager’s Burnout?

Discover the Actual Number of People You Can Effectively Manage

Beyond Philosophy

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage.

The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Managing emotions can feel overwhelming.

How to Manage Company Politics

Beyond Philosophy

Our latest episode of The Intuitive Customer podcast addresses office politics and how to manage them effectively. Managing them is part and parcel of a career. You must be able to manage office politics for many reasons. When you can get on with management, you can get on with your promotions after all. Also, if you can’t manage company politics, you won’t make it at many organizations. The post How to Manage Company Politics appeared first on.

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Property Management Solutions: Visual Assistance Helps Homeowners And Tenants


Table of Contents: The need for property management solutions. Visual assistance for property management maintenance. The global housing management industry is thriving and expected to grow from $15.10 There are more than 300,000 property management companies in the US alone.

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Today, I intend to give you practical advice on how to make and manage customer memories. The five following rules govern this effort: Five Rules for Making and Managing Customer Memories. There are two essential aspects of practicality about managing these customer memories.

5 Rules for Successfully Managing Your Company Politics

Beyond Philosophy

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. There is a surprising lack of literature on company politics.

Managing Different Personalities in the Contact Center: The Platinum Rule

Contact Center Pipeline

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testingYet, I had significant conflicts with some members of my team. Often, I felt […].

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.