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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...

Goodbye 2020… Lessons Learned

I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has...

Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting...
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...

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...
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...

After the Pandemic: How to Bring Back the Contact Center

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...
10 COVID-19 Tips for the Contact Center

Contact Center and COVID-19: Lessons Learned

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools...
Call Center Automation for COVID-19 Coronavirus Crisis

Automation Key to COVID-19 Contact Center Crisis

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before....
Call Center Preparation for COVID-19 Coronavirus

Call Center Preparation for the Coronavirus

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...
Contact Center Pipeline Blog