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Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Who decided that three was the optimum number of times an agent should say the name of a customer?” Speech analytics using machine learning and...

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...

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway. Well before the pandemic, Gartner was forecasting that...
Kathleen Peterson, April 2020 Author Wall of Fame

Meet Janet LeBlanc: Our December 2020 Wall of Fame Honoree

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of...

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...

Using DISC Temperaments to Support Team Members During Stressful Times

FACT: Stress is a huge side-effect of any sudden change. We all react to stress differently. Have you noticed an occasional change in behavior...

Working From Home—A Growing Necessity

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth...

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...

Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good...

Boost ROI by Enhancing Contact Center Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of...

Results-Focused Leadership: The Catalyst for CX Transformation

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...
Purchasing Power Contact Center

Inside View: Purchasing Power

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...
CallShaper

Why Online Scripting Is So Important to Your Call Center Success

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

It’s Time to Get More Out of Data

Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...

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...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

What will you remember about July 2019? Fireworks? Record-breaking heat? Amazon Prime Day? If you found yourself otherwise occupied this month and missed some...
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...
Managing Different Personalities in the Contact Center

Managing Different Personalities in the Contact Center: The Platinum Rule

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...
Time to Create a Better Desktop

Time to Create a Better Desktop

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....
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