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Contact Center Pipeline Magazine: Inside Our June 2020 Issue

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound...
Coronavirus COVID-19 Contact Center Lessons

Where Contact Centers Go from Here

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...

Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not...

On-Trend: At-home Agents

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as...
2020 Sponsor Wall of Fame

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter,...

Boost ROI by Enhancing Contact Center Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...
Verint - From Knowledge Management to Knowledge Automation

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...
Five Tips for Transitioning to Remote Contact Centers

When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in...

Results-Focused Leadership: The Catalyst for CX Transformation

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. “What if customers...

A Cloud-Based Dialer Checklist

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based...