Contact Center Pipeline

MARCH 6, 2019

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. My husband Steve and I had sold our family home, purchased a 46-foot Cheoy Lee Trawler and we were […].

Consulting 100

Consulting Consulting Contact Center 100

Fonolo

MAY 16, 2019

The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. The Contact Center Guide to Managing Spikes in Call Volume. There are countless articles about this gesture, and the goodwill it generated for Zappos is arguably priceless. What happens when call volume gets out of control?

Marketing 124

Marketing Customer Service Advertising Customer retention 124

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. You’re lowering call volume.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

3CLogic

OCTOBER 11, 2024

In this blog, we’ll dive into why personalization is important, why it’s a vital component of driving a positive CX experience in today’s modern contact center environment, and strategies to quickly improve personalization for your service desk. Why is personalization important?

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. These systems are easy to learn and implement in contact centers with both full-time and seasonal staff. The Great Resignation is also upon us. Tip #5: Take Advantage of Technology.

Journey mapping 97

Journey mapping Contact Center Chatbots CRM 97

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. What’s your team’s mission?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. What’s your team’s mission?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. These challenges, among others, lead to unique scripting issues at larger contact centers.

Scripts 52

Scripts Contact Center Morale Best practices 52

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. The view from the contact center. But how secure are they?

Contact Center 52

Contact Center Interactive Voice Response Finance Call Center 52

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Share this page on: Tweet.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers.

Customer Service 63

Customer Service outsourcing Contact Center Education 63

CSM Magazine

JANUARY 20, 2021

Easily embed within your existing contact center software. Founded in 2008, CodeBroker mobile marketing solutions are used by the world’s most recognizable brands and retailers to drive customer acquisition, retention, and loyalty. CS Resolve Benefits: Resolve customer conflicts with instant appeasement. About CodeBroker .

Customer Service 59

Customer Service Contact center software Accountability Contact Center 59

Interactions

DECEMBER 18, 2019

Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends. Contacting a business through a chat box or text message was rare. Here are some examples to put things in perspective: . Lisa Michaud, Senior Product Manager. AI and Agents: Better Together.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

EPIC Connections

MARCH 27, 2018

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. Our first real employee was hired in 2006, and our longest running client engaged us in 2008. We aim to grow as a preferred partner in building the contact center of the future.

Consulting 37

Consulting Consulting Contact Center Cloud contact 37

Talkdesk

APRIL 3, 2019

TaskRabbit, founded in 2008, allows consumers to find immediate help with everyday tasks, including cleaning, moving, delivery and handyman work. . They have contact centers in San Francisco, Austin, New York and London, and they plan to grow even more over the next few years.

Contact Center 9

Contact Center 9

SharpenCX

FEBRUARY 4, 2020

As a manager of a contact center, your role is essential to the care of your customer base. You’ve got a list of call center manager responsibilities that can feel overwhelming. I’m sure things don’t always go as planned in your contact center. So, where do you fit in? You’re working under immense pressure.

Call Center 84

Call Center Management Coaching Contact Center 84

JustCall

AUGUST 22, 2022

The 385 country code is an overlay area code that covers the same area as the 801 area code, and it went into effect on June 1, 2008. And, on the other hand, the 385 area code is an overlay from the numbering plan of 2008. Robust Contact Center Features. What Area Codes are 385 and 801? . Mask Calls.

voip 52

voip Interactive Voice Response virtual call center Contact center software 52

Talkdesk

JUNE 19, 2019

Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. It would have been so much easier if we had a way to properly manage our utilities so that each individual could easily check each bill and pay their portion. SimpleBills does just that!

Customer Service 42

Customer Service contact center solutions Contact Center Metrics 42

Contact Center Geek

JUNE 9, 2016

And it is the geometric shape that inspired a Quality Management program I was part of in 2008. It seemed like every year we focused on a different aspect of our call quality programs and the call center leadership team, turned novice marketers, were always trying to come up with an angle to help sell it across our organization.

Call Center 48

Call Center Quality management Marketing Management 48

TLC Associates

MARCH 10, 2020

Tuesday’s cut, which lowered the federal-funds rate to a range between 1% and 1.25%, is the first to occur in between a scheduled policy meeting since the 2008 financial crisis.”. Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contact center associates.

contact center associations 40

contact center associations Benchmark Contact Center Sales 40

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. million for their inaccuracies between 2006 and 2008. Ad hoc changes were made by individual countries to address issues that resulted from the crisis. Barclays’ fines totaled £2.45

Government 46

Government Banking Enterprise Consulting 46

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Eptica

JULY 8, 2016

First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

NobelBiz

MAY 17, 2022

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. Pain Point 4: Inadequate call center agent training It is critical that all of your agents are trained, so that your customer service meets or exceeds the expectations of your clients.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

NobelBiz

FEBRUARY 22, 2023

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. Pain Point 4: Inadequate call center agent training It is critical that all of your agents are trained, so that your customer service meets or exceeds the expectations of your clients.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

Hodusoft

MAY 17, 2024

If you are in the call center or contact center industry, you must have come across the term at least once. CTI is a technology using which contact centers and call centers can integrate their telephony and business communication systems with their computer applications. percent from USD 2071.7

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

Comm100

NOVEMBER 14, 2017

12% growth from 2008-2018) and in some countries around the world, it is the primary driver of their economy. LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow.

Customer Service 64

Customer Service Morale Education call center professionals 64

aircall

FEBRUARY 3, 2021

Whether your finance company is a bank, credit union, mortgage company, investment firm, brokerage, or insurance company, a call center will help you serve your customers in ways that inspire brand loyalty. . Why Do Financial Services Firms Use Call Centers. Allows you to leverage a full-featured contact center. .

Call Center 62

Call Center Interactive Voice Response call center software voip 62

ROI CX Solutions

DECEMBER 5, 2024

If your business wants to elevate its CX, youll need to carefully vet call center outsourcing companies to find a partner that knows your industry, shares your values, and can meet your customers unique needs. What services can I outsource to a contact center?

outsourcing 52

outsourcing Call Center Technical Support B2B 52

Contact Center Geek

AUGUST 7, 2014

We were acquired by Washington Mutual in 2005 and in September 2008, Washington Mutual was shut down by the US government and sold to JP Morgan Chase. Providian had challenging times, and as an organization we learned from them and I am proud to have been a part of that transformation. Of course, we all know how it ended.

Government 48

Government Average Handle Time Call Center Metrics 48

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?

Engineering 52

Engineering Feedback Customer centricity Surveys 52

Verint

FEBRUARY 29, 2016

The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for the NACC since 2008.

Call Center 21

Call Center Surveys Contact Center contact center workforce 21

Enghouse Interactive

MARCH 18, 2020

Its origins date from the 1980s and BBC 5 Live Wake Up To Money analysis reveals a 74% jump in the number of people working from their own home between 2008 and 2018. Home working is nothing new of course.

Technology 40

Technology Management Healthcare Contact Center 40

Netomi

JANUARY 5, 2022

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. How does conversational AI automation for the contact center fit into solving the issue of not having enough workers for all the demand? It dropped to 63% until it normalized around 2013.

Contact Center 79

Contact Center Virtual Agent Agent burnout Self service 79