Verint Boundless
Customer Service Vision Statement

The Customer Service Vision Statement

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two years ago, I would have been in the same state...

20 Empathy Statements to Show Stressed-Out Customers That You Care

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How do I add a new driver to my auto insurance...
4 Characteristics of Best-in-Class Contact Centers

4 Characteristics of Best-in-Class Contact Centers

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy. While...
Data-Driven Advice for Providing Excellent Customer Service

Data-Driven Advice for Providing Excellent Customer Service

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think that this is an easy question to answer—that there are...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: One Word That Infuriates Customers (and You Use It Everyday)

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and time. How many times have you revamped your program in...
How to Prepare for 5 Customer Service Trends in 2019

How to Prepare for 5 Customer Service Trends in 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology...

Reducing Customer Service Friction

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers...

In Unusual Times, Replace the Usual Customer Service Phrases

On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll...
Adding Fuel to the Fire

Adding Fuel to the Fire

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to “worsen an already bad situation, as by increasing anger,...
multitasking-and-long-term-planning

Don’t Push My Buttons

It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where people feel entitled to operate on the premise that if...

The Road to Hell Is Paved with Good Intentions

My mother had a lot of children… 10 to be exact. She had multiple means of teaching this brood of children acceptable social behaviors. These included metaphors, analogies and idioms. I recall an idiom...
Handling Holiday Returns and Cancellations in the Contact Center

How to Handle Post-Holiday Returns & Cancellations

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company that got hit with sky-high post-holiday call volumes. There were...

Handling Irate Customers in the Financial Services Industry

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating shouldn’t change because I quit my job and started my...

Q&A with the Customer Service Summit’s Jasmine Kees

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We sat down with Jasmine Kees, the lead organizer of the...
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...
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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Our top 5 blog posts in June carry a similar theme from May with a continued focus on our people; our customers, agents, and leaders. Our authors coach us on creating a culture of...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in...
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...
Contact Center Pipeline Blog