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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.

Consumers Demand More Data Privacy Protections—California Responds

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...

How AI Can Make the Holidays Bright

The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes in call volume, especially...

How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are...

KISS Method: “Keep it Simple with Speech”

Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech solutions provide the tools...

Continuous Learning in an Age of Continuous Turnover

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...

Creating a Collaborative Virtual Team

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to...

How Technology Is Paving the Path to Contact Center Workplace Wellness

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...

Three Ways Contact Center Staffing and Training Has Evolved

It seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country. Sam’s Club, Toys R...

Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...

Four Ways to Attract and Retain Millennial Agents

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...
Say Goodbye to Agent Turnover, Not Your Agents

Say Goodbye to Agent Turnover, Not Your Agents

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...
Making AI Work in the Contact Center

Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Contact Center Hiring & Retention: Using AI to Predict Better Job Candidates

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Engage Your Agents to Turn Around an Underperforming Contact Center

Engage Your Agents to Turn Around an Underperforming Contact Center

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Leveraging the Voice of the Employee to Improve Engagement

Leveraging the Voice of the Employee to Improve Engagement

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...
5 Ways to Win with Gen Z Workers

5 Ways to Win with Gen Z Workers

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...
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....