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Four Proven Practices to Elevate the Impact of Your Online Training

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored...

Don’t Reduce People to Numbers… or Should You?

Assessment tools have been an industry standard in human resources management for a while. At times, this may feel cold and very corporate, as...
Upskilling the Contact Center Workforce

Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty

The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on...
2020 Sponsor Wall of Fame

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Customer Contact Strategies CEO/Founder: Michele Rowan When founded: 2009 Describe your company: We help companies design/expand their work-at-home programs for contact centers via custom...

Continuous Learning in an Age of Continuous Turnover

Remember your driver’s exam? It’s been a while, but it likely went something like this: You read the driver’s handbook and memorized the rules...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...