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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.

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...

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

Predictive CX Trends for Both Customer and Business Success

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a...

Balancing Customer Experience with Fraud Prevention in the Contact Center

Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work with. Criminals are taking...

What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

The Contact Center Trends to Watch Out for in 2020

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of...

Three Major Predictions for the 2020 Contact Center

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...

Innovation: What’s the Right Amount for Your Contact Center?

Innovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a...

Surviving Post-Holiday Returns

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...
Contact Center Pipeline Magazine, January 2020

Power to the People: 5 Ways to Elevate the Agent Experience

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

Some people believe that changing technology is behind the disruption that’s roiling markets. But attributing disruption to technology is dead wrong—disruption is really driven...
Three Ways to Boost ROI from Contact Center Tech Investment

Three Ways to Boost ROI from Contact Center Tech Investment

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...