Verint CX Automation
long-term-view

Taking a Long-Term View of Culture Change

Employees at Sutter Physician Services, an affiliate of Sutter Health, say that it’s a great place to work—and high ratings from its employee experience surveys support that view. “We have an patient-centered environment where...
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...
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...
Contact Center Pipeline Magazine March 2017

Create a High-Performing Environment

If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are engaged with their work, who trust and respect their leaders,...
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...
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 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...
Call-Center-Inside-View-Feature

Inside View: Garden City Group

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work,...
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...
Having That DE&I Conversation…

Having That DE&I Conversation…

I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an important topic or even because I’m not passionate about it...
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...
Creating a Successful Contact Center Culture is a Journey

Creating a Successful Culture Is a Journey

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term commitment, not a one-time project with a beginning and end....

Inside View: TaskUs

A lot of companies claim to put their employees first, but few actively seek the contact center staff’s input and take action on it. Enter TaskUs, an unconventional BPO whose employee-centric culture not only...
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...
The Hybrid Contact Center

The Hybrid Contact Center

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like. The hybrid work model, in which agents work at home but come into the center a few...
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...
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...
The Hybrid Contact Center

The Hybrid Model Is Only Part of the Solution to the Work-at-Home Dilemma

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the hybrid model, which is a mix of splitting their time...
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...
Contact Center Pipeline Blog