Verint Boundless
Onward and Upward… Or So the Saying Goes

Onward and Upward… Or So the Saying Goes

According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the...
Fish or Cut Bait... Don't Procrastinate in the Contact Center

“Fish or Cut Bait” Is Idiom Speak for “Don’t Procrastinate!”

“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term that means chopping up bait to attract larger fish. The...
A Chip on Your Shoulder May Block Your Career

A Chip on Your Shoulder May Block Your Career

According to Wikipedia, the expression “a chip on the shoulder” comes from the ancient right of shipwrights within the British Royal Navy Dockyards to take home a daily allowance of off-cuts of timber, even...
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 has a proven impact for companies. Numerous studies have linked...
The Hurrier I Go The Behinder I Get Idiom

The Hurrier I Go, the Behinder I Get

This simple phrase was on a plaque in my home when I was growing up. For the longest time, I just couldn’t make sense of it. Decades later, the phrase has become abundantly clear,...
Management 101

Management 101: Flying by the Seat of Your Pants

“Flying by the seat of your pants” is an expression coined by World War II fliers. It was used to describe flying when instruments were not working or when weather interfered with visibility. This...

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 demands on our contact center agents as well as the...
Call-Center-Inside-View-Feature

Inside View: Kayla Adair, DiCentral Corporation

A crucial part of every company’s sales and service process takes place behind the scenes where a team of talented professionals helps to make every aspect of the customer journey possible. Although their work...

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 and to engage them in working together to do what’s...
A Stitch in Time Saves Nine

A Stitch in Time… Saves Nine

A stitch in time saves nine” is an idiom that first appeared in print in 1732… a long time ago. Its meaning is timeless and simple: DON’T DELAY! Take on tasks as they arrive...
Contact Center Leadership Lessons

Leadership Lessons from a Last Lecture

In September 2007, Carnegie Mellon University Computer Science Professor Randy Pausch was diagnosed with liver cancer. For those of you who have never seen “The Last Lecture,” I encourage you to watch it on...
Congratulations Pipeline Drawing Winner

Congratulations to Andrew White: Pipeline Drawing Winner

Congratulations to Andrew White, Assistant Branch Manager, Farmington Bank—winner of Contact Center Pipeline’s drawing at the Northeast Contact Center Forum’s 15th Annual Conference & Expo at Gillette Stadium on June 14, 2016. We asked...
Call-Center-Inside-View-Feature

Inside View: Kristine Hartkopf, Freeman

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can provide to those who are willing to take charge of...

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 have it… the definition describes quite well what many of...

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 visited Disney World and among his tales of the trip...

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 an opportunity, you will find these reactions are present. But...

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 interest in helping others. These are just some of the...
Executive Talk Interview with Kathleen Peterson

Executive Talk: Kathleen Peterson, PowerHouse Consulting

Kathleen Peterson is Chief Vision Officer for PowerHouse Consulting. Kathleen shares her insights on contact center strategies that help promote and elevate our “power” within our organizations. She explains our opportunities, our “currency” we...

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 was expected to get their teams home while continuing to...
Contact Center Executive Interviews

14th Annual NECCF Vendor Expo: Executive Talk Interviews

I had the privilege to attend the 14th Annual NECCF (NorthEast Contact Center Forum) Vendor Expo at Gillette Stadium—Home of the World Champion New England Patriots—in Foxborough, MA, last week. I held Executive Talk Interviews...
Contact Center Pipeline Blog