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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.

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...

Important Trends in Workforce Management Technology

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

Differentiate Your Brand Through Proactive Customer Service

Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience. An all-too-frequent scenario...

After the Pandemic: How to Bring Back the Contact Center

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service....

Accomplishing Call Center Transformation with Unified Communications Softphones

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer...

Transform Your CX from Good to Great by Treating Your Agents Right

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting...
Coronavirus COVID-19 Contact Center Lessons

Where Contact Centers Go from Here

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not...

Boost ROI by Enhancing Contact Center Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...
Five Tips for Transitioning to Remote Contact Centers

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in...

5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers...

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...
Call Center Preparation for COVID-19 Coronavirus

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll...

The Impact of Altruism on a Servant Leadership Culture

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...
10 Ways to Help Employees Cope with COVID-19 Coronavirus

Leading in Uncertain Times: 10 Ways to Help Employees Cope with the Pandemic

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a...

A Checklist for Migrating Your Contact Center to the Cloud

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers...

Things I Wish Someone Would Invent

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...
How to Implement CCPA

How to Implement CCPA Without Impacting Customer Service

One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily...

How to Quiet the Ego and Lead with Humility

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees...