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What, if any, value are contact centers getting from Net Promoter Score, NPS.

To NPS or Not NPS

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...
Contact Center Training Vs Skills Development Survey

Training Vs. Skills Development

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is...
Non-Financial Motivators for Contact Center Customer Service Agents

3 Nonfinancial Motivators That Influence Behaviors

Pay is a critical consideration for most contact center employees in whether they stay or leave, and how they view their role—and many managers...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts for January

People management was at the top of the Pipeline reading list in January. The most-read posts for the month offered tips to help frontline...
Create a Branded Customer Service Experience in Your Call Center

Defining the Branded Experience

How do you begin to translate your company’s brand promise into actions that your frontline agents can carry out? One of the key strategic questions...
Call Center Outsourcing Decisions

Plan It, Prove It—A Vision for WFM

“Plan it, prove it.” I say those words to every client. To me, they define the role of WFM in the contact center. It...
What is an effective call center culture built upon

What Is an Effective Culture?

In a business sense, culture is defined (by Merriam-Webster) as “the set of shared attitudes, values, goals and practices that characterizes an institution or...
Frontline Coaches

Coaching the Coach

Our coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who...
multitasking-and-long-term-planning

The Three Ms of Implementation

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...
Strategizing and Planning a turnaround in the contact center

Dawn of a New Day

The “Dawn of a New Day” is an expression that means “a new or fresh beginning or a turning point that achieves as much”...

10 Survival Tips for Call Center Agents in 2016

It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up,...
Surviving a contact center PR nightmare

Surviving a PR Nightmare: Tactics for the Contact Center

Every contact center should have a comprehensive recovery plan for the “typical” disaster. Whether caused by fire, flood, earthquake or other similar event, being...