CX Global Media

AUGUST 14, 2018

Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Contact Center Agent to Supervisor Issues. Nowhere is this job change more evident than in the contact center. CLICK HERE for large image.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

Global Response

OCTOBER 15, 2024

This article will explore the benefits of omnichannel outsourcing and how to effectively communicate with customers across various channels in an omnichannel contact center and adapt to their changing preferences. What is an omnichannel contact center? Keep reading to understand the different types of contact centers.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

CX Global Media

JUNE 27, 2017

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. Fraud in call centers increased by 113% in 2016. In 2016, that number jumped to 1 in 937, an increase of 113%.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Call Center Weekly

NOVEMBER 9, 2017

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Note, Brad’s responses have been lightly edited and condensed for clarity.

Contact Center 149

Contact Center contact center associations Banking Education 149

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

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

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Cloud contact 86

Cloud contact Contact Center Marketing Technology 86

ShepHyken

JULY 19, 2022

Utilizing customers to help other customers does not displace traditional contact center workers. Her passion for “customer & client first” and her constant drive for innovation led her to co-found Limitless in 2016. However, they are sometimes undervalued instead of rewarded for the important work they do.”

Contact Center 323

Contact Center Customer Support Customer Service Customer Experience 323

Callminer

JULY 11, 2016

The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […].

call center professionals 140

call center professionals Education Call Center Customer Service 140

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

Contact Center Pipeline

JULY 6, 2016

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we’ve published quite a few as well. One thing that these centers have all had in common is the belief that culture is the driving force behind much of their success.

Contact Center 100

Contact Center Journey mapping Call Center 100

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

Contact Center Pipeline

AUGUST 2, 2016

cover so many topics this month that make a difference in the culture of our center with our employees and customers. I love our August issue.We There really are ways that we can impact the quality of the workplace experience and this month we talk about ways to do that. I hope you find an […].

Contact Center 100

Contact Center Call Center 100

Contact Center Pipeline

SEPTEMBER 6, 2016

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Contact Center Pipeline

OCTOBER 3, 2016

Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative.

Contact Center 100

Contact Center Technology Employee engagement Call Center 100

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

Callminer

DECEMBER 17, 2019

Below, you will find interesting statistics pertaining to call centers, their employees and their finances that may prove helpful in deciding whether the use of one for your own business’s strategy is appropriate. Call Center Workforce Statistics. Cloud contact centers may be more reliable. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

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

Spearline

JUNE 1, 2021

“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The future of the Contact Center.

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

NICE inContact

AUGUST 30, 2016

While you are surrounded by colleagues, product experts and industry peers, you will expand your knowledge of inContact solutions, develop your technical training skills and learn contact center best practices. Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Contact Center Manager.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

SharpenCX

SEPTEMBER 25, 2020

But with the right training and encouragement, most contact center agents can become effective and efficient communicators. Positive experiences with a contact center agent go a long way. Here are five contact center communication skills every agent should master. Making a good first impression.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

Contact Center Pipeline

MAY 3, 2016

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They won’t waste your time trying to sell you a bunch of other products you don’t really need. based customer service. Here to help. Not to sell. Hmmm… interesting strategy. All […].

Contact Center 100

Contact Center Personalization Customer Service 100

Contact Center Pipeline

JANUARY 5, 2016

These seven New Year’s resolutions will give you a head start in making 2016 your best year ever! I will remember that customer calls are not “call volume,” “talk time” or an “expense.” They are the reason for our existence. Customers pay our bills and keep us in business. When a customer calls, it […].

Contact Center 100

Contact Center Management Call Center 100

Contact Center Pipeline

JUNE 23, 2022

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”

Analytics 147

Analytics Consulting Consulting Contact Center 147

NICE inContact

OCTOBER 28, 2016

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

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. In these brief conversations, Linda speaks with a variety of contact […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Contact Center Pipeline

DECEMBER 28, 2016

This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Contact Center Pipeline

JANUARY 4, 2017

You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. This is the follow-up to our widely read 2016 report with year-to-year comparisons. […].

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 100

Contact Center Agent burnout Surveys Advertising 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

NOVEMBER 29, 2017

Today, changes to the contact center are a response to consumer behaviour, and not simply the result of business initiatives. In a climate where technology and customer preferences change at a breathtaking pace, it can be overwhelming to consider all the ways that your contact center needs to evolve.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Contact Center Pipeline

APRIL 6, 2017

In 2016, Business Insider UK wrote that the most powerful tech companies think chatbots are the next best thing since the iPhone. Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service.

Chatbots 100

Chatbots Contact Center Customer Support Customer Service 100

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

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Active Contact Resolution. Metrics aren’t everything.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

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