Verint CX Automation
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Inside View: Pacific Life

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes in the market and evolving customer expectations than Pacific Life’s...

Create an Environment that Fosters Agent Engagement

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven by the type of success that the contact center environment...
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,...
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...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition, and the same set of three problems shows up again...
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...
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