Verint CX Automation
How Do We Build Culture with Distributed Teams?

How Do We Build Culture with Distributed Teams?

COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders. It was very apparent in the latter days of 2020 that...
Call-Center-Inside-View-Feature

Inside View: Crisis Response Network

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix metro area and Northern Arizona residents who feel desperate and...
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to a strong mission that employees can rally around. Also critical...
Call-Center-Inside-View-Feature

Inside View: FCCI Insurance Group

These days, skilled job candidates put just as much thought and effort into scrutinizing potential employers as companies do screening applicants. The best candidates—those who consistently perform at a high level and who will...

Inside View: Costa Del Mar

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for their superior lens technology and “purpose-built” design, are a favorite...
Create a Contact Center Coaching Culture

Create a Coaching Culture

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process. However, many companies are now embracing an “ask, don’t...
Create Safety in Your Contact Center

Create Safety or You’ll Never Get Performance

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company cultures into two types—“creating” and “servicing”—and argues that the key...
Exploring the Future of Work

Exploring the Future of Work

The day arrived. I crossed the stage and received my high school diploma. I was top of my class, I had some scholarships, and was ready to set out into the intrepid world to...
Create a Culture of Accessibility

Create a Culture of Accessibility

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly,...

Inside View: UPMC Health Plan

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long since run out of space… or that it is a...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

This month, our top blog posts are all about the people in our industry. Our authors share insights on everything from agent hiring and coaching, to creating a diverse, equitable, and inclusive culture and...
Create a Contact Center Coaching Culture

Is Your Organization Ready for a Coaching Culture?

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The...
Employee Advocacy is Rooted in Call Center Culture

Employee Advocacy Is Rooted in Culture

Businesses pour an incredible amount of time and budget into creating positive buzz on social media. While tweeting, liking and sharing have been largely the domain of marketing and social media teams, more companies...
Leading a Service Culture

Leading a Service Culture

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers, employees and the everyday activities of the workplace are drawing...

How to Foster Diversity & Inclusion in the Contact Center

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A raging global pandemic accelerated the transition to digital technology and...
What is an effective call center culture built upon

What Is an Effective Culture?

In a business sense, culture is defined (by Merriam-Webster) as “the set of shared attitudes, values, goals and practices that characterizes an institution or organization.” But the key to the culture is not simply...
2024 State of the Contact Center

2024 State of the Contact Center

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact...
Contact Center Pipeline Magazine March 2017

Leaders: Managing the Culture Is Your Job

Over the past few years, there has been a growing awareness among top-level executives about the impact of culture on business success. Yet the responsibility for managing the culture is still a murky area—especially...
Valuing Call Center Agents

Differentiator Series, Part 2: Valuing the Agent

Our people are our most valuable asset.” “Butts in seats.” It is hard to imagine two more diametrically opposed phrases. Spend time in a contact center and you will likely hear one or the...
Keeping Core Values

Keeping Core Values Top of Mind

How do you get your entire company to support and live your core values? By engaging staff and leaders in defining what your organization stands for. That was the approach taken by Listen Up...