Contact Center Pipeline

JANUARY 12, 2016

It’s no secret that the work of a call center agent requires saintly patience and nerves of steel, and as customer expectations go up, the job becomes ever more demanding. In fact, Gartner reports that this year 89% of companies will compete mostly on the basis of customer experience, versus 36% four years ago, and […].

Call Center 100

Call Center Customer Experience Contact Center 100

Beyond Philosophy

OCTOBER 19, 2016

If you fix the call center operations, you then see that the invoicing system is flawed or that shipping creates hassles for the customer or any number of other things. As soon as you update your range, you see that the dishwasher doesn’t match. Same goes for Customer Experience improvements. Sign up here.

Consulting 419

Consulting Consulting Customer Experience Call Center 419

Contact Center Pipeline

JANUARY 22, 2020

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. I opened the session with a brief clip from […].

Contact Center 296

Contact Center Self service Interactive Voice Response Technology 296

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Contact Center Pipeline

FEBRUARY 22, 2018

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2 years, while the median age of a customer service representative is 36.5

Employee engagement 185

Employee engagement Call Center Customer Service Contact Center 185

Contact Center Pipeline

DECEMBER 23, 2016

The following were the 5 most-read Quick Tips in 2016. These are tried-and-true practices that have proven successful for the provider, and which can be implemented across a large variety of operations. Quick Tip: Promote Agents with the Right […].

Quality management 100

Quality management Feedback Contact Center Call Center 100

CX Global Media

OCTOBER 22, 2018

In 2016, he and his wife launched the Amani Marie Foundation , a non-profit organization focused on economic mobility in the Charlotte, NC community. Jim Rembach is the President of Call Center Coach and Host of the Fast Leader Show podcast. How to Build a Contact Center Dream Team.

Employee engagement 45

Employee engagement Contact Center Morale Coaching 45

Contact Center Pipeline

APRIL 14, 2016

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which […].

Management 100

Management Contact Center Call Center 100

CX Global Media

JUNE 27, 2017

Thieves from the mobile space, online space and even in-person fraudsters are making their way into the call center as they’re experiencing great success. In fact, data collected at Pindrop® Labs has shown a significant increase in the call center fraud rate, a jump of 113% from 2015 to 2016. Click to Tweet.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Contact Center Pipeline

NOVEMBER 2, 2016

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes, so we just opened a survey so that we can take a peek at 2017 and see what we’re challenged by and […].

Contact Center 100

Contact Center Surveys Call Center 100

Contact Center Pipeline

DECEMBER 2, 2016

Thank you for making us a part of your journey in 2016. December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. As our way of saying Thank You, please feel free to start, […].

Contact Center 100

Contact Center First call resolution Analytics Call Center 100

Contact Center Pipeline

APRIL 5, 2016

The April 2016 issue of Contact Center Pipeline is available online. By Jay Minnucci Few contact centers should fit in one category for […]. Conversing or Transacting?

Contact Center 100

Contact Center Customer Care Metrics Marketing 100

Win the Customer

FEBRUARY 17, 2018

Cloud contact center solutions are becoming the new standard for customer service. The cloud-based contact center market is growing at an explosive compound annual growth rate of 23.6 billion in 2016 to $15.67 Here’s a look at how contact centers compare to call centers and why many companies are making the switch.

Call Center 93

Call Center Contact Center Cloud contact voip 93

Fonolo

JUNE 26, 2018

The idea of the call center as a cloud-based service has switched from being impractical, to now almost inevitable. If you listen to the vendors of cloud call centers, and the general chatter in the industry, you might get the feeling that everyone has switched to cloud, except for a few laggards. billion in 2016 to $15.67

Call Center 81

Call Center Enterprise Contact Center Technology 81

SharpenCX

JULY 14, 2020

When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. We were closing in 15 minutes and there was only one person left on my list to call. This wears on agents.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Win the Customer

FEBRUARY 5, 2016

Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016. The post Top Challenges for Customer Support in 2016 #INFOGRAPHIC appeared first on Win the Customer!

Customer Support 86

Customer Support Surveys Management Call Center 86

Fonolo

SEPTEMBER 19, 2017

Survey respondents represented a swath of different industries, both B2C and B2B… Their roles extended to newer digital channels like social and messenger, as well as traditional channels like call center and email. Who wrote it: Brian Cantor, Call Center Week (a division of IQPC). in 2016 to 5.3% in 2015 to 4.5%

Call Center 89

Call Center Contact Center B2C Surveys 89

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. How Do You Exceed KPIs in Your Contact Center?

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. Forrester, 2016) The average email survey response rate is 24%. NICE inContact, 2018) Contact center performance drives both loyalty and churn.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.

Contact Center 149

Contact Center contact center associations Banking Education 149

TechSee

JULY 20, 2021

Unfortunately, this has resulted in industry call centers developing reputations for poor service and long wait times. According to a 2016 report by Deloitte , higher patient experience ratings are associated with higher hospital profitability, with hospitals garnering excellent patient ratings having a net margin of 4.7%

Healthcare 207

Healthcare Technical Support Call Center Wait times 207

Fonolo

JUNE 7, 2018

We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. He was leading their collaboration business (which includes call center). NICE made a major move in the call center space in 2016 by buying InContact. Trollope left to become Five9’s CEO.).

Call Center 79

Call Center Analytics APIs SaaS 79

CX Global Media

AUGUST 14, 2018

This was recently highlighted by CEB’s 2016 L&D Digital Learner Survey , which highlighted that more than 54% of employees surveyed reported that learning was hard to access, hard to consume, and hard to apply. Call center supervisor training for agents can no longer be after they are placed in the role.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

ShepHyken

MARCH 17, 2017

And while messaging platforms aren’t a replacement for other direct customer service like a call center, they do offer a fresh way to connect with clients, provide transparency, and reinforce that you and your team care about them.

Customer Service 237

Customer Service B2B Chatbots Personalization 237

Contact Center Pipeline

OCTOBER 15, 2015

I recently came across some notes that I took at a conference session on contact center management challenges. The top three challenges that contact center leaders said they struggled with were: getting people to show up for work, senior management’s lack of understanding about […].

Contact Center 100

Contact Center Management Call Center 100

Contact Center Pipeline

DECEMBER 22, 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Fonolo

JANUARY 16, 2018

Last week I wrote about the cloud-based call center gang. I just want to group together companies that have been selling call centers for many years, compared to the relative new-comers. (If As you would expect, the large call center vendors are jockeying for position fiercely. Cisco vs. Avaya.

Call Center 67

Call Center Contact Center Airlines APIs 67

aircall

OCTOBER 26, 2016

Good news for all our call center software users and fans! Aircall has been rewarded as a Call Center Software Leader by GetApp’s quarterly ranking, raising directly to the 2nd place ! Aircall – Call center software leader. Aircall – Call center software of a new generation.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

aircall

OCTOBER 26, 2016

Good news for all our call center software users and fans! Aircall has been rewarded as a Call Center Software Leader by GetApp’s quarterly ranking, raising directly to the 2nd place ! Aircall – Call center software leader. Aircall – Call center software of a new generation.

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

ShepHyken

JANUARY 23, 2018

In 2016, 88 million units were sold. It’s a real live person in a call center speaking directly to you, on your device, helping you out. Google created Google Cardboard , a small headset device made out of cardboard that turns your mobile phone into a virtual reality headset. It’s not a recording.

Technology 182

Technology Enterprise Call Center Personalization 182

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Contact Center Pipeline

JANUARY 16, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

Contact Center 159

Contact Center Personalization Customer Experience Customer Service 159

OctopusTech

JANUARY 19, 2018

Today, Call Center Services mostly rely on telephones to conduct 2-way communications. And how the traditional call center agents are coping with these situations? 2) Traditional call centers are operated by humans and humans have certain limitations which machines simply don’t. The reasons being: I.

Call Center 70

Call Center Abandon rate Chatbots Customer Care 70

Global Response

OCTOBER 15, 2024

Beyond in-store experiences, many brands and businesses also began offering support call centers. Omnichannel contact centers integrate customer communication across many channels through streamlined technology and systems to provide a seamless customer experience and superior customer care. Sound a bit confusing?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5%

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Contact Center Pipeline

DECEMBER 27, 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. Earlier this year, back by popular demand, she conducted a new set of interviews.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100