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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...

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...
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 believe empathy is essential to their success. As you can...

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...

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 past couple of years and the push toward improving...

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...

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 I know. All have held senior leadership positions at enterprise-level...

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 over an article, it is possible to identify servant leadership’s...
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 little fear and anxiety about the future. If you’re 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 and to engage them in working together to do what’s...

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 was the leaders of some of America’s 200 largest businesses...

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...

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. There are certain unchangeable facts about any business. In the...
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 using automation to deflect customer calls, many credit unions still...

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 a new voice focused on those that we govern, and...
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 Jerri Pigg-Shoemake. A 35-year veteran of contracted Medicare administration, Pigg-Shoemake...
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.” To be off to a flying start is often considered...

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...
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...
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...
Contact Center Pipeline Blog