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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...
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...

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...
Contact Center Executive Outlook on Employee Engagement

Contact Center Executive Outlook on Employee Engagement

Employee engagement continues to top the lists of management challenges—and with good reason. It’s a complex issue that directly influences the business—positively or negatively—through...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the...
Coffee Talk in the Contact Center

Coffee Talk with Mark Brody

I’m sure many of you, like me, are fans of “Saturday Night Live” or “SNL.” One of my favorites was Mike Myers as the...
Coaching Your Call Center Agents

Coaching? Don’t Make Your Agents Defend Stupidity

I knew I was in trouble! I was driving down the highway with my lovely wife, Jana, when we spotted a traffic jam up...
Contact Center Agent Retention

Agent Retention: Closing the Revolving Door

We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of...
Create a Sales Incentive Program for Your Contact Center in 3 Easy Steps

Create a Sales Incentive Program for Your Center in 3 Easy Steps

“Trinkets and trash!” That was the description a contact center agent used to describe their company’s sales incentive program. This company had recently mandated...
Contact Center Pipeline Magazine March 2017

Create a High-Performing Environment

If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are...
Five ways to improve contact center agent engagement

5 Ways to Improve Engagement

Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it...