Mark Pereira

2 months ago | ijbnpa.biomedcentral.com | Krista S. Leonard |Miranda L. Larouche |Nathan R. Mitchell |Sarah A. Rydell |Sarah L. Mullane |Matthew P. Buman | +3 more

All worksites ( N = 24) were retained (12 per study arm) in each region/sector stratum through 24-months. Figure 1 presents an updated CONSORT diagram to the original trial extending retention through 24-months. A total of 464 participants (248 STAND + , 216 MOVE + ; 19 ± 6 per worksite; 45.8 ± 10.6 years of age, 73% female) were retained from baseline for the 24-month follow up with an overall 24-month participant retention rate of 74%.

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.

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.

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.

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.