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Roll with the Changes

In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was...
Contact Center Pipeline Wall of Fame

Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. Describe your company: As...

Four Proven Practices to Elevate the Impact of Your Online Training

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping...

Maintaining Customer Support in a Crisis

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a...
Jabra

How to Get the Best Headsets for Amazon Connect

If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of...

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not...

Preventing Contact Center Agent Burnout

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic. Fear of being exposed to the virus...

Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and...

Working From Home—A Growing Necessity

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital...

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand...
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...

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 3

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...
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...
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,...

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...