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Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player

In January 1973, Elton John released his sixth studio album. Entitled, “Don’t Shoot Me I’m Only the Piano Player,” the album was Elton’s second...
Inside View: Fannie Mae

Inside View: Fannie Mae

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey...

Moral Leadership in the Contact Center

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...

Four Ways to Attract and Retain Millennial Agents

Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018). Today more than...

Beware… Five Signals of Customer Care Burnout!

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...
Contact Center Pipeline Magazine Feature Article August 2019

Contact Center Pipeline Magazine: Inside Our August 2019 Issue

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
Continuum Global Services Contact Center Industry Brand

Continuum Global Services: Launching A New Contact Center Industry Brand

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to...
Try Omnichannel in Your Contact Center Again

Try Omnichannel… Again

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...
Say Goodbye to Agent Turnover, Not Your Agents

Say Goodbye to Agent Turnover, Not Your Agents

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...
July 2019 Feature Cover Image, Contact Center Pipeline

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....
CX Versus GX: When Worlds Collide

CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....