Verint

5 Reasons You are Probably Missing the Greatest Opportunity in Our Industry

One of our most basic emotions is fear. It causes us to freeze, flee, fight or appease. When it comes to taking advantage of...

Seven Contact Center New Year’s Resolutions for 2021

Congratulations! Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes...
Leading with Empathy, November 2020 Feature

Leading with Empathy: Demonstrate Understanding, Care and Compassion for Customers and Employees

Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that...

Woe Is Me… How About You?

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you...
Leading with Empathy, November 2020 Feature

Why Empathy in Leadership Matters

A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs...

Leadership Insights: Rising Above COVID Challenges

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...

Open the Door… To Possibility!

The idiom “Open the Door” is defined by Merriam-Webster as “to make something easier.” Who isn’t interested in making something easier? Think back on...

The Covid-19 Crisis: Do We Put Our Energy into People, Process or Technology?

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing...

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders...

The Impact of Altruism on a Servant Leadership Culture

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...
10 Ways to Help Employees Cope with COVID-19 Coronavirus

Leading in Uncertain Times: 10 Ways to Help Employees Cope with the Pandemic

As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a...

How to Quiet the Ego and Lead with Humility

Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees...

America’s Top 200 CEOs Want You to Fight for Your Agents

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead...

Is Your Contact Center a Fantasyland… Or Not?

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...

When People Are Your Business, Behavior Is Your Product

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....
Inside View: Suzette Robinette, Hiway Federal Credit Union

Inside View: Suzette Robinette, Hiway Federal Credit Union

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

Moral Leadership in the Contact Center

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...
Inside View Jerri Pigg-Shoemake

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...
Contact Center Startup

Getting Off to a Flying Start… Or Are You?

The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.”...

Inside View: Adriana Thompson, Buildasign.com

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine...
Contact Center Pipeline Blog