Understanding what DE&I is about and insights on how to make it happen.

How WFH contact center employees can best engage with customers and colleagues.

Changing the companywide mindset about concepts such as proximity, connection and communication is the first step toward reshaping the culture to better align with a hybrid work environment.

The rampant spread of highly contagious variants of the virus has more companies grappling with whether to require employees to be vaccinated before returning to the workplace.

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

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.

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

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.

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...

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

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

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

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

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

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

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.

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.

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

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.

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

When people have the right support and environment to thrive and succeed, it is amazing how incredibly successful they may become.

Part of achieving success is avoiding problems that could compromise it.

Strong cultures exist when the organization’s core values are understood and accepted throughout the ranks.

When a coaching culture is in place, people understand that it’s their job to step into the kinds of conversations that they’re currently avoiding and address the issues so they can...

What I have learned is that parenting and leadership are more alike than different, and that you never stop learning how to be more effective at both.

Doing the right thing and putting people first is good business.

When interactive intranets and employee collaboration takes a foothold within an organization, it provides the opportunity to flatten the hierarchical arrangement, and it becomes more of a level...

Providing our staff with an understanding of automotive expertise and knowledge that they can apply to their interactions has been paramount to our success.

To build a culture where employees are engaged and inspired to do great work, they need to actively be involved in giving, receiving and observing recognition across the organization

Customer service staff tend to take their cues from their leaders. They model their behavior on what they see demonstrated each and every day.

With every call, email, text or tweet, contact center employees make decisions and interact with customers in ways that directly affect—and reflect—the organization’s culture.

Culture is the heartbeat of the contact center. It’s the single, most important thing to drive.

We started making decisions based on data rather than gut feelings. There is still some intuition involved, but the data helps us to analyze each opportunity and decide which way we need to go...

A job is something you accept. A profession is something you choose. The work we do is far too important to be left to people that are simply filling jobs.

It is truly amazing how much differently we can view the world when our primary focus is outward, not inward.