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Inside View: Michael Lawder, Chief Experience Officer, ASAPP

You would be hard-pressed to find an executive who is a greater champion of contact center agents than Michael Lawder. When he talks about...

Contact Centers Today… A Management Balancing Act

The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where...
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...

Surviving Post-Holiday Returns

Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries Order status checks Incorrect...
5 Essential Tips for Developing a Quality Program

5 Essential Tips for Developing a Quality Program

There is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
Contact Center Pipeline Blog