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The Importance of Soft Skills Training Beyond the Pandemic

Even as local economies begin phases of reopening, COVID-19 is keeping most of us in our homes for the foreseeable future, and as a...

Score with Rapport!

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The...

20 Empathy Statements to Show Stressed-Out Customers That You Care

These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...

Using DISC Temperaments to Support Team Members During Stressful Times

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior...
Four Most Important Skills for Leading Hybrid Teams

The Four Most Important Skills for Leading Hybrid Teams

The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Mike Aoki: Our August 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...

Analytics Coming of Age

According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached...

Coaching Automated: Improving Agent Engagement Pays Off

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

The Latest Trends in Quality Assurance

I hated receiving quality assurance (QA) evaluations when I was an agent. Even though I got a good score, the process was based on...
Managing Different Personalities in the Contact Center

Managing Different Personalities in the Contact Center: The Platinum Rule

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...
5 Ways to Win with Gen Z Workers

5 Ways to Win with Gen Z Workers

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in May

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
Tips and Techniques for Coaching Success

Tips and Techniques for Coaching Success

Coaching agents is arguably the most critical responsibility for frontline contact center management. Effective coaching is known to foster agent engagement, reinforce and expand...
A 3-Step Guide for Integrating Coaching into the Call Center

A 3-Step Guide for Integrating Coaching into the Call Center

There is no question that managers wield a powerful sword. In fact, 75% of voluntary turnover is attributed to poor employee-manager relationships. (You read...
How to be a Supervisor in the Contact Center

How to Be a Supervisor in the Modern Contact Center

Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in...
Inside View Gopher Sport Contact Center

Inside View: Gopher Sport

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...

12 Tips to Find Time for Coaching

Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale...
Adding Fuel to the Fire

Adding Fuel to the Fire

The idiom “add fuel to the fire” dates back to Roman times. The expression, as defined by the American Dictionary of Idioms, means to...
Quality and Clarity in Contact Center Communication

Quality and Clarity: Passing and Receiving the Communication Baton

Passing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race. Years ago, I devised a...
Contact Center Leadership Traits

What Parenting and Leadership Have in Common

I am fortunate to have raised two boys who are growing up to be fine young men. Some of the lessons I learned in...
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