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The Emotion Connection: Tapping into the Science of Human Emotion to Deliver More Valuable...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

The Roarin’ Twenties Redux

If you watched the final season of the British television series “Downton Abbey,” which I did since it was required viewing in my household,...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Kathleen Peterson: Our April 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer...

A Checklist for Migrating Your Contact Center to the Cloud

Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers...
Verint - From Knowledge Management to Knowledge Automation

AI and KM: From Knowledge Management to Knowledge Automation

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...

Things I Wish Someone Would Invent

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...
10 COVID-19 Tips for the Contact Center

Contact Center and COVID-19: Lessons Learned

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent...
Upskilling the Contact Center Workforce witih TItle

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times:...
Contact Center Risk Taking

Nothing Ventured, Nothing Gained

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools...
Call Center Automation for COVID-19 Coronavirus Crisis

Automation Key to COVID-19 Contact Center Crisis

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....
Call Center Preparation for COVID-19 Coronavirus

Call Center Preparation for the Coronavirus

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...
Televerde's Prison Workforce Development Program

Inside View: Televerde’s Prison Workforce Development Program

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young...
2020 Sponsor Wall of Fame

Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company:...

Use Agent Voice DNA to Improve Contact Center Hiring Results

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on...

Are Microskills the Key to Surviving the Bots?

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...
Ryan Lester, LogMeIn, Sponsor Q&A

Executive Interview with LogMeIn’s Ryan Lester

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first...