Verint CX Automation
A Conversation on Coaching and Training

A Conversation on Coaching and Training

As a call center coach and trainer, I have had the honor of meeting, talking to, and sharing insights with and learning from many other industry professionals. No matter what type, function, size, or...
Tuning the CX Engine

Tuning the CX Engine

Contact centers are the engines of the customer experience (CX). They move the CX forward with skilled agent drivers at the wheels guiding the vehicles and adapting to conditions to help customers get to...
Make Unlearning and Adapting a 2024 Resolution

Make Unlearning and Adapting a 2024 Resolution

New year, new goals, new learning: and lots of unlearning! The challenge to find top-tiered, engaged talent has never been tougher than this point in time. I have recruited for close to 20 years and...
Tuning Your Training and Coaching

Tuning Your Training and Coaching

In my career, I have been fortunate to have both run numerous contact center/service delivery operations and consulted for hundreds of other contact centers. I have been able to experiment, fail, and succeed, as...
How to Efficiently Maximize Contact Reach

How to Efficiently Maximize Contact Reach

As soon as 9 am came around, my palms felt sweaty and there was an unease in the pit of my stomach. Because that was when the call center cranked up the outbound predictive...
The Benefits of Prioritizing Employee Needs

The Benefits of Prioritizing Employee Needs

The unemployment rate for people with disabilities is, according to the United Nations, at and over 50% in industrialized countries alone, meaning organizations are missing out on a significant source of strong talent and...
It’s Definitely Time to Rethink the Agent Desktop Experience

It’s Definitely Time to Rethink the Agent Desktop Experience

There is no doubt that the contact center agent’s job is much more demanding today compared to a few years ago. Ever-changing customer behavior, expanding channels and applications, more complex interactions, and increasing workloads...
Wall of Fame: Sangeeta Bhatnagar

Meet our April Wall of Fame Author: Leslie O’Flahavan

Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media,...
Outgrowing Contact Center Growing Pains

Outgrowing Contact Center Growing Pains

Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our children. It is also a reference to experiencing challenging and...
Upleveling Contact Center QM to the Analytics Age

Upleveling Contact Center QM to the Analytics Age

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey....
Four Ways to Turn Delivery Problems Into Good CXs

Four Ways to Turn Delivery Problems Into Good CXs

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into...
How to be Great in Workforce Management

How to be Great in Workforce Management

Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them. I. VENDOR TRAINING “An investment in knowledge pays the best interest.” —Benjamin...
Making Virtual Training Engaging

Making Virtual Training Engaging

Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out,...
Avoiding Agent Underhiring and Undertraining

Avoiding Agent Underhiring and Undertraining

My first professional exposure to contact centers came in 2005, and it didn’t take long to fall in love with the industry. The pace, challenges, and mission piqued my curiosity and inspired me to...
Call Center Training in the New Era

Call Center Training in the New Era

The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and running to your work desk to log in to take...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers--writing well. The pandemic has brought...
Walking the Walk: TD Bank’s New Financial Wellbeing Program

Walking the Walk: TD Bank’s New Financial Wellbeing Program

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available, in order to help them make the best decisions. These...
Keeping The Customer Promise

Keeping the Customer Promise

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most extenuating cases and with thorough explanations. So, when a company, its...
How to Make Holiday Hires More Productive

How to Make Holiday Hires More Productive

It’s time to staff up for the holidays! Yes, it’s hot out there. But contact center managers know that winter is around the corner and what these holidays mean in their business: call volume...
5 Ways to Manage Risk

5 Ways to Manage Risk

2022 has been a pivotal turning point in the age of sales, risk, and technology. Traditional business-to-business (B2B) selling strategies, through inside contact centers and mobile in the field, have been replaced by data-driven...
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