Callminer

NOVEMBER 13, 2018

Learn more about Encore’s call simulator in our webinar on AI, How Artificial Intelligence and Interaction Analytics Drive Better Customer Experiences. (L-R) L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Contact Center Pipeline

AUGUST 15, 2018

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. New technologies […].

Contact Center 124

Contact Center Surveys Technology Call Center 124

CX Global Media

JULY 3, 2018

Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. And leave a legacy that positively impacts the entire contact center community. How important his creativity?

Contact Center 185

Contact Center Coaching Call Center Analytics 185

Call Center Weekly

NOVEMBER 29, 2018

This trusted access to cardholder data, personal details or medical records helps ensure the best customer experience but it also makes the call center a prime target for a security breach. Call center agents are (usually) human. It’s a win-win scenario for you and your call center agents. Education is key.

Call Center 198

Call Center Education Management Surveys 198

CX Global Media

MAY 24, 2018

Adriana Thompson – Contact Center Supervisor of the Year 2018. Adriana Thompson was confronted with a challenge that so many frontline leaders in contact centers face. 59% of frontline supervisors in contact centers were formerly agents (Source: ICMI). The Call Center Supervisor Success Path.

Contact Center 257

Contact Center industry standards Morale Call Center 257

Contact Center Pipeline

DECEMBER 6, 2017

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].

Time management 171

Time management Contact Center Call Center Management 171

Contact Center Pipeline

FEBRUARY 13, 2020

billion consumer data records in 2018. Cybercriminals exposed 2.8 Breaches have given fraudsters an immense amount of data to work with. Criminals are taking data such as drivers’ license numbers and account numbers, and filling in the gaps with information from social media and other sources.

Contact Center 213

Contact Center Customer Experience Accountability Engineering 213

Contact Center Pipeline

JANUARY 4, 2018

I wish you the very best of health and contentment in 2018! Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. Welcome to the January issue! May you and your loved ones be blessed.

Contact Center 0

Contact Center Surveys Call Center 0

Contact Center Pipeline

DECEMBER 26, 2018

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!

Contact Center 113

Contact Center Technology B2C B2B 113

Contact Center Pipeline

MAY 8, 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?” The first is quite obvious: Most call center horror stories feature an angry customer, venting their frustration about a faulty product or terrible […].

Call Center 124

Call Center Contact Center Customer Service Management 124

Contact Center Pipeline

OCTOBER 30, 2018

Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. The first two trends have […].

Contact Center 225

Contact Center Marketing Management Call Center 225

Contact Center Pipeline

AUGUST 2, 2018

Time slows down… except at Contact Center Pipeline. It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […].

Contact Center 145

Contact Center Call Center 145

CX Global Media

DECEMBER 4, 2018

Contact center agent training can be a very big expenditure for a lot of organizations. For contact centers that experience higher agent turnover the expenditure is obviously much higher than for those with lower turnover. Outside Forces on Contact Centers. A Hidden Opportunity.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

Contact Center Pipeline

SEPTEMBER 5, 2018

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards […].

Contact Center 69

Contact Center Call Center 69

Contact Center Pipeline

JANUARY 23, 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions.

Contact Center 149

Contact Center Technology Consulting Consulting 149

Contact Center Pipeline

DECEMBER 19, 2017

Joy to the World” isn’t exactly an idiom, but it will do to frame my year-end message of JOY and extend my wishes for the contact center world. For the holiday and beyond, I have 10 wishes for contact center professionals […]. I am taking some idiom liberties in this last month of 2017.

Contact Center 199

Contact Center Call Center 199

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? Click to Tweet ).

Contact Center 179

Contact Center Coaching Construction Call Center 179

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? Contact center professionals?

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Gathering feedback from customers has become an industry standard for contact centers.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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

AUGUST 8, 2019

Since the publication of my first article in Pipeline (“Don’t Ignore the Economics of Your Contact Center,” October 2018), I have tried to bring a new voice focused on those that we govern, and have been working explicitly to frame the reality of their existence to readers (generally managers and leaders) so that all could […].

Morale 124

Morale Contact Center Government Management 124

CX Global Media

JULY 2, 2018

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. Meaning perfect call quality on average anywhere in the world.

Contact Center 188

Contact Center Coaching voip contact center solutions 188

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Contact Center Pipeline

MARCH 6, 2018

It is gratitude month for me at Contact Center Pipeline! Welcome to our March issue! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides! As with all of us, I reflect back over these NINE […].

Contact Center 113

Contact Center Call Center 113

Contact Center Pipeline

MAY 29, 2018

Contact Center Nation is all about passionate fans of the customer experience. We are always looking to talk to members of our tribe. These folks subscribe to the level of going above and beyond continuously to deliver the ultimate customer experience everyday. This month, we wanted to spend some time on the agent side of […].

Contact Center 100

Contact Center Customer Experience Call Center 100

Contact Center Pipeline

JANUARY 31, 2018

It’s not surprising that contact center predictions for 2018 accounted for two of the most popular posts in January. A look at the common characteristics shared by award-winning contact centers; tips to help work-at-home agents stay productive and focused; and an update on the state of remote work in […].

At home agents 182

At home agents Contact Center Accountability Call Center 182

Liveops

DECEMBER 27, 2018

When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Which is why we know you’ll appreciate a round-up of highlights around call center news and information.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Avoxi

SEPTEMBER 23, 2018

What is Call Center SIP Trunking Call center SIP trunking refers to a method of delivering voice and data communications used by virtual contact centers. SIP call centers are rapidly replacing traditional PRI solutions by improving functionality and reducing costs for contact centers around the world.

Call Center 75

Call Center Contact Center 75

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. Developing these skills should be ongoing for every call center leader — even those who are considered adept at feedback. Many of the tips are those from experts directly in the call center industry.

Best practices 140

Best practices Feedback Call Center Coaching 140

CX Global Media

JULY 17, 2018

How would you describe your contact center supervisors? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. Ineffective? Overworked? Undertrained? Dream team? Click to Tweet ).

Contact Center 136

Contact Center Coaching Construction Call Center 136

Fonolo

DECEMBER 11, 2018

For 2018, Verizon has been named the worst company to call, based on hold-time complaints from callers. And, specifically for wireless service providers, “contacting customer service by phone is the principal pain point for customers.” The Top Contact Center Trends to Watch in 2019. Virgin Media.

Airlines 100

Airlines Telecommunications Wireless Gamification 100

Contact Center Pipeline

FEBRUARY 6, 2018

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […].

Contact Center 124

Contact Center Coaching Call Center 124

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Contact Center Pipeline

DECEMBER 4, 2018

It’s an exciting time of year—and an exciting time to be a part of the contact center industry! Best wishes to you and your loved ones for the happiest of holidays! There is a transformation underway to improve customer and staff experiences, and it feels like these changes are moving at lightning speed. We appreciate […].

Contact Center 100

Contact Center Call Center 100

Contact Center Pipeline

MAY 2, 2018

Do you know what I love best about the contact center industry? It’s as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.

Contact Center 100

Contact Center Customer Experience Call Center 100