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Contact Center Pipeline August Issue 2020

Contact Center Pipeline Magazine: Inside Our August 2020 Issue

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to...

Buyer’s Guide to Cloud Solutions

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 2

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...

Important Trends in Workforce Management Technology

At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...

The Long and Winding Road

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something...

Caring for Customers During a Pandemic

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care...

Why the Call Center Was Already Collapsing—Even Before COVID-19

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...
Contact Center Pipeline Wall of Fame

Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and...

Three Things Seasoned Work-From-Home Leaders Always Get Right

I have the privilege of knowing dozens of seasoned U.S. work-from-home (WFH) leaders in financial services, health care, retail, travel, professional services and utilities...
Preventing Agent Burnout in the Contact Center

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a...
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...

After the Pandemic: How to Bring Back the Contact Center

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

Accomplishing Call Center Transformation with Unified Communications Softphones

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer...

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That...

Executive Interview with MusicWorks’ David Sandler

It is interesting that what we may perceive as relatively “small” touchpoints can have a considerable impact on our customers’ experience. One such area...

Transform Your CX from Good to Great by Treating Your Agents Right

Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human connection that makes lasting...

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound...
Coronavirus COVID-19 Contact Center Lessons

Where Contact Centers Go from Here

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...

Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...