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Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention

While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Top-performing contact centers require...

Moral Leadership in the Contact Center

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring...
Inside View Jerri Pigg-Shoemake

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than...
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...
5 Ways to Win with Gen Z Workers

5 Ways to Win with Gen Z Workers

Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Promote Better Work-Life Balance in the Contact Center

Promote Better Work-Life Balance in the Contact Center

Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...
High Absenteeism? Consider Your Agents’ “Breaking Point”

High Absenteeism? Consider Your Agents’ “Breaking Point”

I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents...
Managing Attrition in a Strong Economy

Managing Attrition in a Strong Economy

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact...

Recruiting for the Modern Contact Center

The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Holiday travel provides a lot of down time (aka blog reading time) at the airport, on trains, as a car passenger. Pipeline blog readers...
Create Safety in Your Contact Center

Create Safety or You’ll Never Get Performance

In his excellent 2018 book, “The Culture Code,” Daniel Coyle writes extensively about the concept of “safety” in company cultures. Coyle bifurcates all company...

Inside View: UPMC Health Plan

If the UPMC Health Plan contact center has a wall of fame for industry honors and awards, my guess is that it has long...