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Are There Better Ways to Staff the Contact Center?

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they...

Avoiding Work-at-Home Virtual Shock

The business world was turned upside down as thousands of companies were suddenly forced to send their employees home to work virtually. IT departments...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year,...

Close to You

In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You. The album contained the hit...
Planning a Safe Return to Work

Contact Center Pipeline Magazine: Inside Our February 2021 Issue

Our Contact Center Pipeline family was saddened recently by the passing of long-time friend and colleague, Frank Priola. Those of us who have been...

The New World for Contact Centers May Be Where We Were Already Headed

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state...

Woe Is Me… How About You?

Woe is me” is defined as “an overdramatic, often comical way to express sadness or disappointment at an unfair situation.” Well, there you...

Employee Engagement: 5 Lessons from a Pandemic

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...

Reducing Customer Service Friction

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are...

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very...

Roll with the Changes

In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was...

Rebooting Your Workforce Management Strategy

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and...

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...

Caring for Customers During a Pandemic

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care...

On-Trend: At-home Agents

You know something is pretty important or interesting these days if it’s referred to as being on-trend, or trending. It’s not the same as...
2020 Sponsor Wall of Fame

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline's SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter,...
Verint - From Knowledge Management to Knowledge Automation

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in April

With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus...

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...
10 COVID-19 Tips for the Contact Center

Contact Center and COVID-19: Lessons Learned

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent...
Contact Center Pipeline Blog