SharpenCX

NOVEMBER 10, 2017

2018 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time [.]. The post How Top Performing Contact Centers Will Own 2018 appeared first on Sharpen Contact Center Software.

Contact Center 129

Contact Center Contact center software Customer Experience 129

Callminer

AUGUST 21, 2018

Read the full Aberdeen report here to gain a full understanding of which strategies and trends are most important in 2018.

Contact Center 182

Contact Center Customer Experience 182

ShepHyken

JANUARY 7, 2019

” Call center tips to ensure successful agents by Scott Sachs . SearchCRM) Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Follow on Twitter: @Hyken.

Customer Service 262

Customer Service Chatbots Contact Center Call Center 262

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

ShepHyken

JANUARY 8, 2018

Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. How Best to Empower Today’s Contact Center Agents by Don Berryman. (No Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

SEPTEMBER 24, 2018

CustomerThink) To provide some insight on what’s happening behind the customer inquiry scenes, let’s take a look at the evolution of the contact center. Here are some interesting predictions about what a support center will look like in 10 years. Customer Service: Where We Are and Where We Are Going by Fara Haron.

Customer Service 229

Customer Service B2B Contact Center Technology 229

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool? Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

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 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

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

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

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

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

ShepHyken

MARCH 5, 2018

The Secret Lives Of Contact Center Agents by Sally Mellinger. Sharpen) Tucked away in a hidden corner of the internet, exists a forum that exposes what it’s really like to be a contact center agent. The post 5 Top Customer Service Articles For the Week of March 5, 2018 appeared first on Shep Hyken.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

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 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

ShepHyken

JUNE 17, 2018

My Comment: Here’s some interesting commentary, especially if you have a dedicated support or contact center. The post 5 Top Customer Service Articles For the Week of June 18, 2018 appeared first on Shep Hyken. Even if you don’t you’ll enjoy this article.) Follow on Twitter: @Hyken.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

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). Skills to Develop. Continue On….

Contact Center 257

Contact Center industry standards Morale Call Center 257

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? The Supervisor Journey.

Contact Center 179

Contact Center Coaching Construction Call Center 179

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

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

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? This brings us to the contact center – where conversations happen. Due to the criticality of the contact center to a business, as well as the fact that it is still (wrongly) considered a cost center to many C-suites, decisions are generally made conservatively.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

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

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

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

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

Contact Center Pipeline

JULY 3, 2018

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount.

Contact Center 110

Contact Center Employee engagement Management 110

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