Verint CX Automation
Five tips for leading millennial customer service agents in the call center

5 Tips for Leading Millennials

The millennial generation (those born between 1980 and 2000) has been described as the most high-maintenance workforce to date, but it can also be the most high-performing, if you learn what makes them tick. We...
Getting Top Level Support

Executive Interaction on the Front Lines

Interaction with the staff is important in most any leadership position, but it is absolutely critical in a contact center. The agent’s job success depends on interpersonal skills, and it is the supervisors, managers,...
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...
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,...
Contact Center Trends - Employee Engagement

Hot Trends Impacting Contact Centers: Employee Engagement

You would expect to see a feature article about trends at the beginning of the year. We did that. But things shift quickly in this digital economy—and when it comes to customer expectations, the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

In this month's most-read posts, our authors offer insights on how the contact center agent's role has evolved and become more complex, how best to engage with your WFH agents, how to improve your...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model?...
Practice Forgiveness

Practice Forgiveness

Have you heard of The Golden Rule? It’s common English phrasing is: Do unto others as you would have them do unto you. The Golden Rule, the ethic of reciprocity, is found in all cultures whose...
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...
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 noticed that there is one thing that almost every leader...
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...
Employee Advocacy: Common Missteps to Avoid in a successful employee advocacy program at your contact center

Employee Advocacy: Common Missteps to Avoid

While a successful employee advocacy program can boost your company’s credibility, visibility and even revenue, the reality is that many companies attempt to launch one without ensuring that the key elements are in place....
Remote Work Corporate Culture

You Don’t Need To Be On-Premise For Strong Corporate Culture

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t on-site and having someone physically looking over your shoulder that...
Work From Home vs. Hybrid?

Work From Home vs. Hybrid?

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had...
Contact Management Database Mistakes to Avoid

5 Contact Management Database Mistakes to Avoid

When it comes to managing your contacts, the days of the rolodex and the spreadsheet database are far behind us. Today’s business landscape calls for much more sophisticated solutions, which means having a contact...
Strengthening the B2B CX

Strengthening the B2B CX

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice. Yet in B2B there is a...
QA and Coaching for Experienced Agents

QA and Coaching for Experienced Agents

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three...
Ensuring Agent Performance and Engagement

Ensuring Agent Performance and Engagement

“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a...
Will Video “Kill” the Call Center Agent?

Will Video “Kill” the Call Center Agent?

“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the radio star, contrary to the famous lyrics that launched MTV...
7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by...