Verint CX Automation
The Rising Importance of Contact Centers

The Rising Importance of Contact Centers

Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion from people in the C-suite. The truth is many executives...
Turning the Tide with Trust

Turning the Tide with Trust

In today’s hyperconnected, increasingly personalized marketplace, customers expect more than ever. Their expectations of excellence haven’t waned in the face of ongoing challenges like COVID-19, supply chain disruptions, and understaffed businesses; it’s quite the...

Inside View: TCL North America

If you are unfamiliar with TCL (The Creative Life), you probably won’t be for long. Although the brand is a worldwide leader in TV sales, until recently, it remained relatively unknown in the United...
empower agents key to customer satisfaction

Empowered Agents: A Key to Customer Satisfaction

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition comes the need to limit the authority of agents—whereas experience...
Empowerment drives continuous improvement mindset

Empowerment Drives Continuous Improvement Mindset

We operate in a fast-changing business environment. The processes that work well today can quickly become unwieldy and undercut your center’s performance tomorrow. Leading-edge service providers understand the need to keep getting better—and they...
Irate Caller

Dealing with Irate Callers: Providing Post-Call Support

In a previous blog post, I provided tips to help managers and team leaders prepare their frontline agents to handle irate callers. It’s also important to provide support for your agents after an irate...
Contact Center Pipeline Blog