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Contact Center Risk Taking

Nothing Ventured, Nothing Gained

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...

Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...

When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

February may be short on days, but not on thoughtful content from our expert authors. Our top 5 most-read posts for the month ranged...

Inside View: Annette Franz, CCXP

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

Operation Social Media… 2020

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. “Change” is the best word to describe...

What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

Three Major Predictions for the 2020 Contact Center

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo...
Contact Center Pipeline Magazine, January 2020

Power to the People: 5 Ways to Elevate the Agent Experience

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50...
Contact Center Pipeline Magazine, January 2020

Improving the Agent Experience

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders...
Improving the Agent Experience, Contact Center Pipeline Magazine, January 2020

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...
Inside View, Debbie Nagy, Dow Jones & Co

Inside View: Debbie Nagy, Dow Jones & Co.

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

Is Your Contact Center a Fantasyland… Or Not?

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently...