Verint CX Automation
QA and Coaching for Experienced Agents

QA and Coaching for Experienced Agents

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three...
Remote Work Corporate Culture

You Don’t Need To Be On-Premise For Strong Corporate Culture

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t on-site and having someone physically looking over your shoulder that...
Work From Home vs. Hybrid?

Work From Home vs. Hybrid?

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had...
Contact Management Database Mistakes to Avoid

5 Contact Management Database Mistakes to Avoid

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact...
Strengthening the B2B CX

Strengthening the B2B CX

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice. Yet in B2B there is a...
Will Video “Kill” the Call Center Agent?

Will Video “Kill” the Call Center Agent?

“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the radio star, contrary to the famous lyrics that launched MTV...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

In this month's most-read posts, our authors offer insights on how the contact center agent's role has evolved and become more complex, how best to engage with your WFH agents, how to improve your...
Ensuring Agent Performance and Engagement

Ensuring Agent Performance and Engagement

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a...
7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by...
26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long. So, I started experimenting with different ways to engage team...
How Your Contact Center Agents Can Drive More Revenue

How Your Contact Center Agents Can Drive More Revenue

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m...
Leading with Compassion

Leading with Compassion

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family...
Make Diversity & Inclusion an Essential Contact Center KPI

Make Diversity & Inclusion an Essential Contact Center KPI

Like most contact center leaders, I like data. Give me cold, hard facts and figures and I’m able to build strategies and implement processes to improve those numbers. Everyone in the contact center industry...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model?...

This Little Light of Mine… Keep It Shining!

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the...

Make Me Smile

Chicago’s first hit “Make Me Smile” broke into Billboard’s Top 10 in March 1970. The song was written by founding member James Pankow as part of a song suite consisting of several movements. Different...

Invest in Your Human Capital in the Contact Center

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in any economy—whether the markets are going up, down or sideways?...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the...
Happy Employees Don’t Just Happen: Here’s How to Create Them

Happy Employees Don’t Just Happen: Here’s How to Create Them

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives. Google the term “employee...
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