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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 Top 5 Blog Posts

Top 5 Posts in March

What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools...
Call Center Preparation for COVID-19 Coronavirus

Call Center Preparation for the Coronavirus

Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...

The Top 5 Mistakes Companies Make with Remote Work

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

It's not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. What other topics piqued readers'...

Embracing Remote Work

The ability to work from home continues to top the list of desired benefits for employees seeking better work-life balance. Over the past five...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in January

January was a month of looking ahead, so it’s no surprise that four of the Top 5 most-read posts in recent weeks were about...
Contact Center Experts share their thoughts on the year ahead

A Look Ahead: 17 on ’17 (Part 4)

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a...
The Year Ahead for Remote Working in the Contact Center Industry

The Year Ahead for Remote Working

During the course of the past decade, work at home for contact centers has evolved from an alternative staffing strategy to what is now...
Failure Points for work at home call center agent programs

Top 3 Failure Points for Work-at-Home Programs

Over the past few years, we’ve worked with 800-plus organizations in design, implementation and continuous improvement of work-at-home programs for contact centers. Now...
Home Working

Five Critical Success Factors for Home Working

Technology and employee demographic shifts are changing the way work gets done in America. Some of the most compelling evidence can be found within...