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After the Pandemic: How to Bring Back the Contact Center

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...
Contact Center Risk Taking

Nothing Ventured, Nothing Gained

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. “This idiom dates back to Chaucer (c. 1374) and...
Televerde's Prison Workforce Development Program

Inside View: Televerde’s Prison Workforce Development Program

Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young...

Are Microskills the Key to Surviving the Bots?

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our...

Contact Center Challenges and Priorities for 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...

Coaching Automated: Improving Agent Engagement Pays Off

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...
Contact Center Executive Outlook 2020 Feature

Contact Center Executive Outlook on 2020 and Beyond

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...

Turnover… But Not the Good Kind

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer…...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...
Inside View Gopher Sport Contact Center

Inside View: Gopher Sport

Anyone who manages, or has managed, a school or community athletic program no doubt is already aware of Gopher Sport’s products and their reputation...
Trends in Healthcare Customer Service, Some May Surprise You

Trends in Healthcare… Some May Surprise You

In June, I attended the Healthcare Call Center Times Conference in Pittsburgh. It is always a well-attended event with great speakers and attendees of...
Four Best Practices for Onboarding New Contact Center Employees

Four Best Practices for Onboarding New Contact Center Employees

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...