Verint

Score with Rapport!

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...

Using DISC Temperaments to Support Team Members During Stressful Times

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior...

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...
Managing Different Personalities in the Contact Center

Managing Different Personalities in the Contact Center: The Platinum Rule

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

Enhancing Customer Service Interactions With DiSC

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had...

Please Don’t Shoot the Messenger!

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was...
Quality and Clarity in Contact Center Communication

Quality and Clarity: Passing and Receiving the Communication Baton

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...
Mindful Communication in the Call Center

Let ’Em Have It or Bite Your Tongue

The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
Make a long story short

Make a Long Story Short… PLEASE

“To make a long story short” is an idiom that dates back to the 1800s. In 1857, Henry David Thoreau penned these words in...
Contact Center Pipeline Blog