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?”

What Does Management Want From You?

Steve DiGioia

But what does management want from you? What Do Managers Want From Their Employees? Most managers want their team members to continue doing their job without incident, especially if the team works well. It creates safety, security, and peace of mind for the manager.


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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.

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.

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.

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?

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.

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!

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.

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.

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!

Underutilized Account Management Tools and Techniques


But once you lay the groundwork, it's just as crucial to give your account managers access to the tools and resources they need to cultivate the best possible relationships with their clients. Key Account Management

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.

Management’s Ideas Are Always Better – Tip #10

Steve DiGioia

Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. A sincere show of appreciation from management or ownership.

Three ways Workforce Management (WFM) can reduce


Agent attrition is one of the greatest challenges contact centres face today

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.

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 […].

Differences Between Key Account Management & Customer Success


The terms key account management and customer success are often used interchangeably within organizations. Customer Success Key Account ManagementHowever, while the two strategies share a few common goals, they are completely different in their implementation.

GRM Information Management


GRM Document Management needed a proactive digital system for safely managing employees’ return to offices. COVID-19 impacted work schedules and employees around the world. Case Studies COVID-19 Healthcare HR On-Demand Apps

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.

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.

How to Manage Increases in Call Volumes


Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time. Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic.

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.

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.

How to Evaluate Call Center Manager Performance


As a call center leader, you rely on your call center managers to ensure everything runs smoothly. Call center managers have many tools to evaluate call center performance, including call center agent performance evaluations. But, who evaluates the call center manager?

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.

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.

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.

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.

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.

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.

Managing Great Expectations

Transparent BPO

Clients aren’t from Mars and Customer Care Providers Don’t Have to be From Venus By Scott Newman, CEO, Transparent BPO & Tom Silzell, Managing Partner, CX PartnerSourcre Good relationships just don’t happen. The post Managing Great Expectations appeared first on Transparent BPO.

Why Your Change Management Efforts Keep Failing


The change you want to make is great, but the way you handle change management is the problem. knowledge managementSure, you know that making changes at work can be difficult, but at your company, it seems like it’s nearly impossible.

PeopleMetrics Experience Management Platform Roadmap Preview


PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

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.

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.

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.

Effective Strategies for Managing a Contact Centre

Call Design

The management of your contact centre is an essential element to operating successfully and providing your customers with the very best customer service. The success of your contact centre relies on the strength of your agents and management teams.

AI and KM: From Knowledge Management to Knowledge Automation

Contact Center Pipeline

Knowledge Management AI artificial intelligence call center contact center knowledge automation knowledge solutionsWhen customers have questions for companies they do business with, they might get a set of FAQs to plow through.

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 […].

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.