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Try Omnichannel in Your Contact Center Again

Try Omnichannel… Again

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now!...
Say Goodbye to Agent Turnover, Not Your Agents

Say Goodbye to Agent Turnover, Not Your Agents

If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest time and money into...
July 2019 Feature Cover Image, Contact Center Pipeline

On-Demand Is in Demand: Online Talent Platforms Are Shaping the Future of Work

Say what you will about the gig economy, the concept holds high appeal for contact center agents who crave more control over their schedules....
CX Versus GX: When Worlds Collide

CX Versus GX: When Worlds Collide

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....
Making AI Work in the Contact Center

Making AI Work in the Contact Center

In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. “Viral...
Contact Center Schedule Adherence

Revisiting Contact Center Schedule Adherence

When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a...
Engage Your Agents to Turn Around an Underperforming Contact Center

Engage Your Agents to Turn Around an Underperforming Contact Center

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

Summer has officially arrived and with it a few hot topics to add to your contact center reading list. Top blog posts in June...
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...
Leveraging the Voice of the Employee to Improve Engagement

Leveraging the Voice of the Employee to Improve Engagement

Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut...
NorthEast Contact Center Forum

NECCF 2019 Annual Conference & Expo

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to...
Inside View Aryka Berry, Origami Owl

Inside View: Aryka Berry, Origami Owl

In today’s customer experience era, the impact of a committed, people-focused culture is undeniable. Top customer-centric brands typically attribute much of their success to...