Verint Boundless
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...
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...
Empower Frontline Staff with QM Tools

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...
Call-Center-Inside-View-Feature

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...
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...
As leaders of the customer experience we should encourage doing your best

Don’t Worry—Be Happy

I believe that most of us are familiar with the idiom-like phrase, “Don’t worry—be happy,” from the very popular song by Bobby McFerrin released in 1988. You may not know that the song got...
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...
Getting Top Level Support

Getting Top-Level Support

How do you dispel the cost center image and focus your top-level executives' attention on the value that great service provides? That has been a long-time challenge for many contact center leaders. The answer...
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...
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...
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...
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...
Contact Center Pipeline Blog