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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...

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...

Pushing the Project Pause Button

I don’t know about you, but I love my pause button so much that I pay my cable company insane amounts of money monthly...
Leading a Service Culture

Leading a Service Culture

Businesses are entering a new age of leadership. Ivory towers are crumbling across the country. The days of executives being disconnected from their customers,...
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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...

When People Are Your Business, Behavior Is Your Product

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....
Inside View: Suzette Robinette, Hiway Federal Credit Union

Inside View: Suzette Robinette, Hiway Federal Credit Union

Credit unions are known for their commitment to serving their members. At a time when a growing number of businesses seem narrowly focused on...

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...

Beware… Five Signals of Customer Care Burnout!

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...
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...
Engage Your Agents to Turn Around an Underperforming Contact Center

Engage Your Agents to Turn Around an Underperforming Contact Center

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after...