Verint Boundless
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...
Call-Center-Inside-View-Feature

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...

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power of IVAs, and utilizing all the data the contact center...
Call-Center-Inside-View-Feature

Inside View: Eileen Campbell, Horizon Utilities

Highly effective leaders can create the type of customer-centric environment in which frontline staff feel strongly committed to delivering exceptional service to their customers. The leaders who stand out are those who are able...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

In this month's most-read posts, our authors offer insights on how the contact center agent's role has evolved and become more complex, how best to engage with your WFH agents, how to improve your...
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...

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...
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...
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...
When Dysfunction Strikes the Contact Center

When Dysfunction Strikes

When it happens, you know it. We’re not talking about the garden variety slump, or the occasional, inexplicably poor decision. Even the greatest organizations deal with these hiccups from time to time. We’re talking...
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...
The Value of Executive Management in Customer Service

The Value of Executive Management in Customer Service

As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is leaving due to poor customer service, or that they’re dissatisfied...
A Day in the Contact Center with Tim Heidemann

A Day in the Contact Center with TIM HEIDEMANN

When it comes to running a contact center, it would be hard to find someone with more know-how than TIM HEIDEMANN. With a long track record of driving performance improvements in staff, operations and...
Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers?

The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the...
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...
Go Ahead…Try Something New!

Go Ahead…Try Something New!

The expression “go ahead” is often stated as “go ahead with,” as in “Are you going ahead with the recommendations?” The term dates from the mid-1600s and gave rise to “give the go ahead”,...
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...
SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

SPECIAL REPORT: Biden Administration Acts to Improve the U.S. Government CX

As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and too often a frustrating experience. Inadequate online self-help, limited interaction...
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