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The Future of Work is HUMAN!

The Future of Work is HUMAN!

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and...
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...
Balancing the Contact Center Brain

Differentiator Series, Part 1: Balancing the Contact Center Brain

Welcome to the first of five installments of our Differentiator series. In this group of articles, it is our goal to go beyond the concept of best practices, and dig deeper into the big...
Strategizing and Planning a turnaround in the contact center

Dawn of a New Day

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much” (according to freedictionary.com). What a great theme for any contact...
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...
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...

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...

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...
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...
Reflections of a Contact Center Leader

Reflections of a Contact Center Leader

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time. We have...
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...

Becoming an Emotionally Intelligent Contact Center Leader

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for...
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...

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...
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...
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...
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...
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...
Getting Buy-In for Change

Getting Buy-In for Change

Often it can be quite challenging getting buy-in from your team when you need to introduce new coaching methods, processes, and call guides. Or just about anything else that’s New. Why? Because most people don’t...

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 into just nine months. However, the New Year brings new...
Contact Center Pipeline Blog