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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 Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture...

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if your customer service operations...

Tips for Onboarding New-Hires Remotely

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been...

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often...

Home, Sings Me of Sweet Things

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I...
Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? I can give you three good...

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own...

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center...

Roll with the Changes

In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was...

Four Proven Practices to Elevate the Impact of Your Online Training

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping...

Maintaining Customer Support in a Crisis

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a...

Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and...

Working From Home—A Growing Necessity

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital...

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand...
Four Most Important Skills for Leading Hybrid Teams

The Four Most Important Skills for Leading Hybrid Teams

The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little...

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...
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...
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