Verint

Invest in Your Human Capital in the Contact Center

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...
Happy Employees Don’t Just Happen: Here’s How to Create Them

Happy Employees Don’t Just Happen: Here’s How to Create Them

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

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...

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...
Contact Center Pipeline Magazine, January 2020

Improving the Agent Experience

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...

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...
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...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...
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...

Improving Contact Center Operations: Happiness All Around to a “T”

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform”...
Unlock Your Employee Engagement Potential

Unlock Your Employee Engagement Potential

When I think about employee engagement, I relate it to a culture that includes things like trust, purpose, empowerment, development and recognition. We will...
Fostering Loyalty with Customer Service Professionals

Fostering Loyalty with Customer Service Professionals

Do you ever feel like it’s impossible to keep great talent in a customer support environment? You’re not alone! Leaders all over the globe...
Contact Center Executive Outlook on Employee Engagement

Contact Center Executive Outlook on Employee Engagement

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...
Coffee Talk in the Contact Center

Coffee Talk with Mark Brody

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...
Agent Engagement and the Customer Experience

Agent Engagement and the Customer Experience

What does it take to improve agent satisfaction and retention? Today, one of the key topics of discussion in most contact centers is the high...
Changing Employee Engagement in the Contact Center

The Changing Landscape of Employee Engagement

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016...
The Value of Communities

The Value of Communities

I always find it interesting to talk with leaders of customer-centric companies about the strategies and practices that contribute to their success. Lately, I’ve...
Millennial Contact Center Company Culture

Making the Millennial Connection: Culture

If there is one thing that Alorica’s VP of Talent Acquisition Teri Morse believes is the “secret sauce” for attracting and retaining millennial employees,...
Contact Center Pipeline Blog