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Engaged Contact Center Employees Equal Happy Customers

Engaged Employees = Happy Customers

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...
The Value of Communities

The Value of Communities

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...
Create Value for Contact Center Clients Through Expanded Business Solutions

Create Value for Clients Through Expanded Business Solutions

Companies of all shapes and sizes have turned to contact centers for their one-of-a-kind proficiency and telecommunications experience since the conception of the call...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

PCI Compliance: An Overview of PCI Standards

Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...
3 Easy Agent Appreciation Ideas

3 Easy Agent Appreciation Ideas

Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food...
Digital Colleagues: Friend or Foe?

Digital Colleagues: Friend or Foe?

It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...

Contact Center Pipeline Magazine: Inside Our October 2017 Issue

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in September

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...
Disaster Training Plan for the Contact Center

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan

Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned...
Building a Resilient Contact Center

Building a Resilient Contact Center

In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Verint Mid Market Solutions

Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers

Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating...
Training your seasonal contact center agents

The Secret to Training Seasonal Agents

“They are just temps,” said one contact center manager describing his seasonal agents. “They will be gone in a couple of months!” That condescending...