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Carry That Load …

Carry That Load …

The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As well, heavy equipment operators must keep an eye out for...
Rise of the Chatbots

Rise of the Chatbots

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She later went on to tell me about this story she...
5 Ways to Manage Risk

5 Ways to Manage Risk

2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers and mobile in the field, have been replaced by data-driven...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting that our top post this month is another annual favorite...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in August

We kick off our top 5 blog posts this month with a top 5 favorite, "20 Empathy Statements to Show Stressed-Out Customers That You Care." Leslie published this article back in 2020, and it...
Coaching Security and Compliance

Coaching Security and Compliance

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

This month, our readers have been interested in insights and recommendations on how best to lead and coach our hybrid teams. They have also been reading up on strategies to use AI to support...
Optimizing Agent Performance

Optimizing Agent Performance

As an enthusiast of nature and intelligence for the majority of my life, I was fortunate to be introduced to artificial intelligence (AI) when it wasn’t still a buzzword, even in dusty computer labs...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors offer insights on hiring and training remotely, the best ways...
The Tone of Voice is Everything

The Tone of Voice is Everything

At my first call center job, I learned the ropes and learned the most that I could from my trainers, team leaders, mentors, and neighbors. I recall listening to my colleague who sat in front...
Working on Workforce Issues

Working on Workforce Issues

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well the industry succeeds in the post-COVID-19 pandemic “new normal” era. On...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

I just wrapped up my 13th anniversary message for the March issue of Contact Center Pipeline. In doing so, I was reflecting on our very first issues of the magazine back in 2008. Just...
Use Storytelling to Provide Impactful Learning in the Contact Center

Use Storytelling to Provide Impactful Learning in the Contact Center

Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson? Over the past decade of providing call center coaching and training, my...

Refine Your Coaching Technique with Listening and Observation

I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person...

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Managers often go into “survival mode” and put coaching on the back...

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not enough training and poor leadership. All of these lead to...
Tips and Techniques for Coaching Success

Tips and Techniques for Coaching Success

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand critical skillsets, boost productivity and deliver higher performance for the...
A 3-Step Guide for Integrating Coaching into the Call Center

A 3-Step Guide for Integrating Coaching into the Call Center

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read that right: Three out of every four people who voluntarily...

12 Tips to Find Time for Coaching

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. However, coaching needs to be done on...
Coaching Your Call Center Agents

Coaching? Don’t Make Your Agents Defend Stupidity

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up ahead. I suggested we stay on the highway, since it...
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