Culture


Collaboration: Distinguishing the Buzz from the Buzzword

True collaboration requires a high degree of trust and a willingness to let go of one’s own power and ‘turf.’

Strategy Culture


Leadership Insights: Rising Above COVID Challenges

This additional focus on connecting will remain even when we return to the office. It has become a critical part of our culture, a reflection of how we work and engage with each other.

Strategy Culture


Seven Ideas to Deliver a Great Customer Experience During a Recession

Agents need MORE, not less, training during a recession because there are greater demands on their skills.

Strategy Customer Experience Culture Service Delivery


Inside View: Sweetwater

We try to be superior at what we do. We want to offer the absolute best we can to the customer. We’re not driven by one quick sale; we’re driven by always doing the right thing.

Strategy Customer Experience Culture


Open the Door… To Possibility!

Leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront...

Strategy Culture


After the Pandemic: How to Bring Back the Contact Center

The bottom line is this: If your company culture is healthy and strong, you’re going to be able to adapt and pivot.

Strategy Culture


Improving the Agent Experience

As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.

Strategy Culture COVID-19 Agent Motivation


Leading a Service Culture

Redefining how the leadership team’s performance is evaluated is a critical first step in an organization’s efforts to walk the talk.

Strategy Culture


America's Top 200 CEOs Want You to Fight for Your Agents

There are many work environment, scheduling or workflow changes that can be executed simply with the investment of a little bit of time!

Strategy Culture


Innovation: What’s the Right Amount for your Contact Center?

Culture is important to innovation because it indicates how the organization handles risk, diversity of thought, and the inclusion of new ideas.

Strategy Culture Service Delivery


Moral Leadership in the Contact Center

As managers, your job is to elicit the ‘right’ behavior at scale, repeatedly.

Strategy Culture COVID-19 Agent Motivation


High Absenteeism? Consider Your Agents’ “Breaking Point”

The majority of our agents are living within a socioeconomic band and living situation where they constantly have less resources with which to address crisis or problems that crop up in their lives.

Strategy Culture People Workplace Environment


Getting Off to a Flying Start… Or Are You?

When those without a real understanding of what it takes to run a contact center make leadership selections, they may be basing decisions on the wrong criteria.

Strategy Culture


Please Don’t Shoot the Messenger

It takes courage to bring forth difficult news. It takes mindfulness to not react immediately. No one can tantrum themselves to a solution!

Strategy Culture


Remembering Greg Sherry

Greg's legacy at Verint will be one of leaning in, investing in others, lending a happy helping hand, keeping the customer at the heart of the business, and bringing out the best in one another.

Strategy Culture


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