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How to Make Remote Training Work for New-Hires

As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...

How to Retain and Engage Your Best Contact Center Agents

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do...

Recruiting for the Contact Center of the Future

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...

Planning a Safe Return to Work in the Contact Center

Even as coronavirus cases continue to surge around the world, the rollout of COVID-19 vaccines has more companies planning for the eventual transition back...

Can You Say Con-tin-gen-cy?

I think that’s what Mister Rogers might have said had he been a speaker on one of this year’s many virtual contact center events. Mister...

Coming Back Home… to the Office

Last year has been one of the craziest years for contact centers and more changes are on the way. If your contact center is...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...

The Rocket Man and a Watershed Year

For those of you expecting an introductory dissertation on Elton John’s song “Rocket Man” from the 1972 album Honky Chateau, or even a review...
Planning a Safe Return to Work

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...

The New World for Contact Centers May Be Where We Were Already Headed

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...

Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would...

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace...

How to Make Work Work Again

It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

Seven Ways the Pandemic Affected My WFM Role

2020 has been an unbelievable year. We’ve experienced a worldwide pandemic, a huge cultural movement, universal economic collapse, home-schooling and a shortage of toilet...

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...

Align Business, Contact Center and Technology Strategies

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...
Inside View November PFS

Inside View: PFS

Like so many companies, PFS’ customer care team had to make the quick shift from a fully on-premise operation to a work-from-home model during...
Contact Center Pipeline Blog