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Jun 1, 2024 | 
contactcenterpipeline.com | Mark Pereira
Training is often a maze with many different and confusing branches that must be navigated to find one’s voice in the contact center. In my earlier days as a call center agent, I couldn’t help but notice the revolving door of new hires passing through our call center. Class sizes typically ranged from four to six new hires, and I found myself stepping into a mentoring role for these fresh faces.
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May 1, 2024 | 
contactcenterpipeline.com | Mark Pereira
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our objectives, serving customers, and meeting service level agreements (SLAs). Yet, this shift is not just about survival. It’s ushering in a new call and contact center management era.
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Apr 1, 2024 | 
contactcenterpipeline.com | Mark Pereira
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our objectives, serving customers, and meeting service level agreements (SLAs). Yet, this shift is not just about survival. It’s ushering in a new call and contact center management era. Picture rolling out the red carpet to a mix of benefits and challenges.
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Dec 1, 2023 | 
contactcenterpipeline.com | Mark Pereira
How these options can help meet increased customer expectations. As the customer service industry evolves and customer expectations rise, call and contact centers must look to innovative staffing alternatives to traditional onsite hiring to meet operational demands. From bringing on seasonal workers to hiring remote employees, these staffing alternatives can help companies provide quality customer service without making agents feel that they are being spread too thin.
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Nov 14, 2023 | 
blog.contactcenterpipeline.com | Mark Pereira
As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that was when the call center cranked up the outbound predictive dialer, shuffling calls to every available agent. This was when I worked as an agent on the call floor.
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Nov 1, 2023 | 
contactcenterpipeline.com | Mark Pereira
A wise old farmer and his diligent son lived in the heart of a tranquil countryside, nestled among rolling hills and swaying fields of golden wheat. This father-son duo was known for their work ethic and customer-oriented mindset. Yet, their lives were about to take an unexpected turn one fateful morning as they embarked on a journey to the bustling market town nearby.
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Oct 24, 2023 | 
saltcityhoops.com | Mark Pereira
I’m feeling awfully confident after my prescient prognostication last year of a wildly new-look Utah Jazz team that most experts couldn’t really nail down. I picked the Jazz to comfortably go over their estimate of 23.5 wins and sniff the playoffs, while remarking that such a performance would require Will Hardy be a legitimate first-time head coach, Lauri Markkanen (or Collin Sexton) becoming an All-Star, and Walker Kessler (or Ochai Agbaji) providing immediate impact.
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Oct 20, 2023 | 
saltcityhoops.com | Mark Pereira
The agonizing, annoying, and interminable saga surrounding Damian Lillard’s future (or lack thereof) with the Portland Trail Blazers and/or Miami Heat came to a merciful end last month when Portland sent Lillard to the Milwaukee Bucks1. It was always, infuriatingly, analyzed as a reductive, zero-sum, “one side must be morally right, and the other side must be morally wrong” situation that failed to consider human elements and diversity of thought.
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Oct 13, 2023 | 
ukulele.io | Mark Pereira
Finding the most useful ukulele tips for beginners is controversial. Every time I asked around, I got different answers because learning is clearly a subjective endeavor. So I decided that knowing what the common mistakes were could be a useful way of breaking that endless cycle of trial-and-error that beginners make. I figured that avoiding mistakes would accelerate and simplify my learning.
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Oct 1, 2023 | 
contactcenterpipeline.com | Mark Pereira
Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home runs and strikeouts, and touchdowns and incomplete passes: and quickly answered and dropped calls. Naturally, and logically, both sports and contact centers have the fundamental need for accurate, actionable data to measure and improve the performance of the teams and players.
