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Being Your Personal Best as a Contact Center Leader

Being a contact center leader is a demanding job. You have a large number of people to lead. You have an overwhelming array of statistical performance measurements to track and analyze, such as average...
Question and Answer with Bob Furniss Contact Center Industry Veteran

A Q&A with Bob Furniss, ICMI’s Lifetime Achievement Award Recipient

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime Achievement Award. According to ICMI, the recipient is “a person...

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...

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...
Food for thought, promote your contact center's visibility

Food for Thought… Promote Your Contact Center’s Visibility

Food for thought … an idea or issue to ponder.” I think we all need some new “food for thought” at this time of year. There is a serious issue that contact center leaders...
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...
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Inside View: Nicole Berry, Sedgwick Claims Management Services Inc.

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from great often comes down to personal values that are formed...
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 Leadership Traits

What Parenting and Leadership Have in Common

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in raising them have carried over to my professional career as...

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...
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Inside View: Cassidy Klundt, Sitel

It has often been said that the most effective leaders are lifelong learners. They are driven to continually develop their skills and abilities, and stretch to attain ever higher personal and professional goals. Add...

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...
A Day in the Contact Center

A Day in the Contact Center with LINDSEY ANSLOW

LINDSEY ANSLOW has dedicated her career to working in customer-centric contact centers. As Director of Operations at DependableIT, a third-party provider of commercial and residential technical and premium technical support based in Burlington, Ontario, Lindsey...

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...
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 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...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Get Support from Other Functions

Departmental silos will stop a customer service initiative dead in its tracks. Silos also throw wrenches into daily service delivery goals when the contact center is unaware of projects and activities in other areas...
Regifting Contact Center Tips

Regifting for 2018

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor...
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Inside View: Award-Winning Managers

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories will be announced on May 5th at ICMI’s Contact Center...
Joy to the Contact Center World

Joy to the World… 10 Wishes for 2018!

Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it will do to frame my year-end message of JOY and...
Contact Center Pipeline Blog