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Interested in contributing a guest column to the Pipeline blog? We welcome instructional posts on contact center business strategy, staffing, customer experience, operations management, performance management, training & development and technology. Email your topic or story idea to Susan Hash at susan[at]contactcenterpipeline[dot]com.
Promote Better Work-Life Balance in the Contact Center

Promote Better Work-Life Balance in the Contact Center

Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...
3 Tips for Embracing an Agile Approach to Digital Transformation

3 Tips for Embracing an Agile Approach to Digital Transformation

While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies...
Enhance Your Customer Support with Video

Enhance Your Customer Support with Video

It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for....
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first...
A 3-Step Guide for Integrating Coaching into the Call Center

A 3-Step Guide for Integrating Coaching into the Call Center

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read...
It’s Time to Rethink Your Approach to Supporting Customer Service Agents

It’s Time to Rethink Your Approach to Supporting Customer Service Agents

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work,...

3 Trends and Challenges for the CX Industry in 2019

In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention...

5 Ways to Screen Job Candidates for Positive Attitude

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems...

Improving Contact Center Operations: Happiness All Around to a “T”

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...

Voice-First Experiences Offer Help in the Moment

F resh off another holiday season, Amazon, Google and other tech companies saw record sales of voice-activated devices. More Americans can ask Siri, Alexa or...
Call Center Agent Appreciation

7 Ways to Do the Hard Work of Really Loving Your Employees on Valentine’s...

Valentine’s Day is around the corner. If you’re thinking of taking your team to lunch or bringing in heart-shaped cupcakes, go for it: It’s...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...