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From Customer Experience to Customer Engagement

Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday...
Long Term Cost Management

Long-Term Cost Management

Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with...
Gamification Four Best Practices to Motivate Call Center Agents

Gamification: 4 Best Practices to Motivate Agents

A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills. “We’re finding that...
Empower Frontline Staff with QM Tools

Empower Frontline Staff with QM Tools

How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key...
Provide Call Center Staff Training in Customer Privacy Practices

Provide Staff Training in Customer Privacy Practices

With customer loyalty and profitability at stake, it’s important to have sound policies in place for managing and safeguarding customer information. Make sure that...
Seven Tips for Call Center Upselling

7 Tips for Effective Upselling

I have had the same home phone provider for 25 years. I subscribed to that same company’s Internet service 18 years ago. Three years...
Top-5-Contact-Center-Blog-Posts

The Top 5 Posts in May

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes...

Create an Environment that Fosters Agent Engagement

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...
Getting Top Level Support

Getting Top-Level Support

How do you dispel the cost center image and focus your top-level executives' attention on the value that great service provides? That has been...
promoting a culture of attendance

Promoting a Culture of Attendance

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...
the mobile experience convenience

The Mobile Experience 
Is About Convenience

Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs....
The Contact Center Outbound Welcome Call

The Welcome Call

In my last post, I looked at a few Do's and Don'ts of Proactive Contacts. Not sure how to get started with proactive work?...
Proactive Do’s and Don’ts

Proactive Do’s and Don’ts

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some down time (which, of...
Home Working

Home-Agent Programs: 4 Common Mistakes

While the advantages of home-agent programs are undeniable, if your model is not well-defined, you’ll likely find yourself running into a few stumbling blocks...
Contact Center Pipeline Feb 2015 Issue

Cut New-Hire Turnover with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the frontline contact center agent’s job during the recruiting process, which only increases...
Plan for Technology Change in the Call Center

Plan For Change

We love to conduct technology strategy projects and have shared how important we think those are for contact centers. We emphasize alignment of technology...
Management Training: Keeping Pace with Change

Management Training: Keeping Pace with Change

New technology, emerging channels, social media and rising customer expectations are all transforming the customer care environment. In our recent Contact Center Training poll,...
empower agents key to customer satisfaction

Empowered Agents: A Key to Customer Satisfaction

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition...
Excel trick for counting days

WFM Excel Trick for Counting Days

I am a workforce manager, which means I need to count days for many reasons: payroll days for my staffing models; working days, so...
Call-Center-Inside-View-Feature

Inside View: Award-Winning Managers

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...
Contact Center Pipeline Blog