Verint
Home Tags Work from home

Tag: work from home

Building a Sustainable Strategy for Remote Agents

The first half of 2020 will forever be defined by the global response to the novel coronavirus COVID-19. Individuals, businesses and governments worked together...

Leadership Insights: Rising Above COVID Challenges

More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...

Home, Sings Me of Sweet Things

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I...

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? Contact centers that...

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many...
Customer Service Team Appreciation in 2020

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. Regardless of our...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in September

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No. 1...

Changes in Contact Center latitudes, Changes in AI Attitudes

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by...

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...

Preventing Contact Center Agent Burnout

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic. Fear of being exposed to the virus...

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...

The Covid-19 Crisis: Do We Put Our Energy into People, Process or Technology?

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 3

In this final installment of our three-part series on COVID-19’s impact on contact centers, our panel discusses how the rapid move to adopt or...

COVID-19 Impact: Recalibrating Human & AI Roles, Part 2

Our three-part series on COVID-19’s impact on contact centers and the shift to more flexible human and automated models continues with a look at...

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered...

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...

Why the Call Center Was Already Collapsing—Even Before COVID-19

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold...

Redefining the Work Experience

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in June

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored...

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That...