Verint CX Automation
Coaching Security and Compliance

Coaching Security and Compliance

A call comes into my line at 5:50 pm, just 10 minutes before the call center closes, I do my greeting, and the caller requests to change his grandmother’s health plan selection. Assuming that he...
Mastering Conversation in a Digital World

Mastering the “Fine Art” of Conversation in a Digital World

The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques and skills.” Conversation certainly qualifies as “fine art.” Unfortunately, it appears...
Contact Center Training Vs Skills Development Survey

Training Vs. Skills Development

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is to improve training, focusing on the amount, content and/or the...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot...
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,...
Contact Center Training Survey Announcement

Who Receives Training in Your Contact Center?

More organizations are focusing on employee learning and development as a critical component for building employee engagement and a successful culture. What does this trend mean for contact centers? Are contact centers seeing increased...
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....
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...
How Strong is Your Call Center Foundation

How Strong Is Your Foundation?

I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These are the keys that unlock the “why” behind most of...
5 Ways to Get More Out of Your Contact Center Agent Training

5 Ways to Get More Out of Your Agent Training

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately, making time for agent training doesn’t always seem possible. Contact centers are notorious for...
Management Training: Keeping Pace with Change

Management Training: Keeping Pace with Change

New technology, emerging channels, social media and rising customer expectations are all transforming the customer care environment. In our recent Contact Center Training poll, 61% of organizations provided ongoing training for supervisors, and just...
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...
Create a Culture of Accessibility

Create a Culture of Accessibility

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly,...
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...
Using Data to Improve Performance

Using Data to Improve Performance

Contact centers share in common with sports like baseball and football that the actions of the players are highly visible and experienced. Like home runs and strikeouts, and touchdowns and incomplete passes: and quickly...
The Upcoming Recruitment Crunch

The Upcoming Recruitment Crunch

My son said, “I can’t hear anything!” My wife had just handed her mobile phone to him, so he could hear a few words from his grandmother. But he was not aware you had...
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...
Training Budget Part2

More Tips to Maximize Your Training Investment

In my previous post, I offered five tips to stretch your training dollars and do more with less. The following are five more ideas that can help you make a bigger impact with training,...
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...
The New Broom Sweeps Clean

The New Broom Sweeps Clean

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and bring in the new. It appears in John Heywood’s 1546...
Contact Center Pipeline Blog