Verint

Goodbye 2020… Lessons Learned

I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has...
Lost in the Labyrinth: Contact Center Visionary or Radical?

Lost in the Labyrinth: Visionary or Radical?

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by...
Complacency in the Contact Center Danger Zone

Complacency: Danger in the Comfort Zone

I happen to believe there is danger in the comfort zone… and that danger is complacency! In my dictionary, “complacency” is defined simply as “self-satisfaction.”...
Make a long story short

Change Management: Common Mistakes That Kill Initiatives Midstream

Contact center leaders with the ability to embrace change and align functions across the enterprise play a key role in driving customer-centric change. But,...
Plan for Technology Change in the Call Center

Plan For Change

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
Contact Center Pipeline Blog