First Engage Yourself Book Excerpt by Zane Safrit

Why Is Engagement Important?

A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often...
Customer Perception of Offshore Call Center versus American Call Center

Customer Perception: Offshore vs. America

In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...
lost art asking questions

Add Customer Feedback to the Quality Program

How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...
Omnichannel: Tracking the Customer Experience

Omnichannel: Tracking the Customer Experience

So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...
First Engage Yourself Book Excerpt by Zane Safrit

A New Approach to Employee Engagement

Albert Einstein defined insanity as ”doing the same thing over and over and expecting different results.“ Business books rarely start with quotes from Einstein or...
Contact Center Analytics in Action: Using VoC to Create a Better Experience

Analytics in Action: Using VoC Data to Create a Better Experience

Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...
Call Center Knowledge Management

Doing More with Knowledge Management

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
Call-Center-Inside-View-Feature

Inside View: Pacific Life

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...
Omnichannel Strategy: How to Identify and Prioritize Customer Channels

Omnichannel Strategy: How to Identify and Prioritize Customer Channels

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...
The Power of Collaboration in the Contact Call Center

The Power of Collaboration

In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new...
Mindful Communication in the Call Center

Let ’Em Have It or Bite Your Tongue

The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
multitasking-and-long-term-planning

Multitasking and Long-Term Planning

Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...