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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 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...

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

Inside View: Kristine Hartkopf, Freeman

Kristine Hartkopf’s customer service career trajectory is inspirational. It’s a perfect example of the potential for professional development that the contact center environment can provide to those who are willing to take charge of...
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...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985. Gordon authored the Essentials Skills and Knowledge course, which...

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 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...

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...
The Fine Art of Contact Center Management

The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random...
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