Verint CX Automation
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, it’s having a welcoming, supportive company culture. She should know—millennials...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Process Improvement

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give their subordinates specific orders on what to do and how...

This Little Light of Mine… Keep It Shining!

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the...
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 have been wrestling this issue since the invention of the...
First Engage Yourself Book Excerpt by Zane Safrit

9 Things My Latest Book on Employee Engagement Lacks

To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms OK, I do talk about “employee engagement.” But that phrase...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Consider an Internal Advocacy Program

Employee advocacy can be very impactful if there is a really clear and articulated business case for the program, and if every element of the program is anchored in the business case, says Christopher...
Leading Millennial Contact Center Agents

Making the Millennial Connection: Leading Your Agents

I think it’s safe to say that millennials are a force to be reckoned with. Often referred to as “Generation Disruption,” their influence on the modern workplace is hard to deny. In recent years,...
Author Q and A

Author Q&A: First, Engage Yourself

We all know that creating positive customer experiences requires highly engaged employees. The link between employee engagement and overall organizational success has been proven again and again. Why, then, are organizations continuing to struggle with...
Call-Center-Inside-View-Feature

A Glimpse Inside: Berlin Packaging

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through multiple acquisitions impacted Berlin’s long-standing corporate culture. Over the past decade,...
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 it. Employees expect to have a voice in their organization,...
26 Ideas for Engaging Your Contact Center Team

26 Ideas for Engaging Your Contact Center Team

A few years ago, my team wasn’t doing too well. Morale was low, which impacted calls and led to agents not staying too long. So, I started experimenting with different ways to engage team...
Key Drivers Contact Center Agent Engagement

4 Key Drivers of Agent Engagement

What is it that makes the agents in certain contact centers especially enthusiastic about their jobs and more committed to delivering a high-quality customer experience on call after call? Higher pay alone won’t produce...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Customer Initiatives

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer initiatives upfront by making sure that they have a voice...

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 exceptional agents to lead a memorable and impactful customer experience...
First Engage Yourself Book Excerpt by Zane Safrit

What’s the End You Have in Mind?

In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their own funeral. He describes the setting and the speakers, one...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Act on Employee Feedback

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of shared commitment to “Being Greater, Faster.” It’s a culture that...
Leading with Compassion

Leading with Compassion

A trainee pulls me aside, and I’m not sure about the reason… maybe it’s something we covered in a class? The trainee starts crying. She tells me that her landlord is asking their family...
Creating Career Paths for Contact Center Agents

Creating Career Paths for Agents

There is no doubt that technology has accelerated the pace of change in contact centers. Yet when it comes to the human element, some things have remained the same for decades. Agent turnover has...
First Engage Yourself Book Excerpt by Zane Safrit

Why Is Engagement Important?

A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often overlooked in the millions of conversations on how to engage...
6th Anniversary

Six-Year Anniversary: Join Our Celebration

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to see what I wrote six years ago, and it looked...
Contact Center Pipeline Blog