Verint CX Automation
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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...
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...
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 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,...
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....
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,...
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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...
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...
Call-Center-Inside-View-Feature

Inside View: Carbonite

Trust is the most critical factor when it comes to choosing an online backup service. Customers rely on the provider’s solutions to protect their digital lives, so their expectations are understandably high for performance,...
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...
Invite contact center agents to spend time in the call center

Invite Your Peers to Spend Time in the Center

Inviting other department leaders into the center is a great way to provide them with first-hand knowledge of what goes on in the contact center. Some customer-centric organizations make it an essential activity for new...
Contact Center Self Service as a Customer Satisfying Experience

Culture: Work at Developing Good Habits

Creating a positive culture doesn’t happen overnight. But managers can learn how to be more positive. “Happiness is a skill,” says culture coach JoAnna Brandi. “It doesn’t just happen. For most people, happiness happens...
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...
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...
Contact Center Pipeline Blog