Verint - From Knowledge Management to Knowledge Automation

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...
Five Tips for Transitioning to Remote Contact Centers

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in...

Results-Focused Leadership: The Catalyst for CX Transformation

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers...

A Cloud-Based Dialer Checklist

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based...

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...

The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...

Five Essential Skills of Top Customer Service Reps

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand...

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's...
Call Center Preparation for COVID-19 Coronavirus

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus...

The Impact of Altruism on a Servant Leadership Culture

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...