CCNG

JULY 12, 2020

We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. Contact centers during a crisis: An action plan from experts. Tips for Mitigating the Impact of Pandemics on Contact Centers , by Donna Fluss.

Contact Center 221

Contact Center CCNG Best practices Government 221

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. Beyond in-store experiences, many brands and businesses also began offering support call centers.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever.

Call Center 345

Call Center Banking Contact Center Accountability 345

Contact Center Pipeline

DECEMBER 3, 2019

Contact Center Pipeline had a very good 2019. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].

Contact Center 130

Contact Center Call Center 130

CX Global Media

SEPTEMBER 23, 2019

We love staying on top of the latest insights, news, and trends in the customer experience, service and contact center industries. You’ll gain access to a wealth of industry knowledge, learn new strategies to improve your contact center, and maybe even make a new friend. Additional Resources.

Contact Center 159

Contact Center Coaching Employee engagement Call Center 159

Contact Center Pipeline

OCTOBER 3, 2019

This month also brings us the findings from our 2019 Voice […]. We have the opportunity to measure so many things based on our organization and mission. Please check out the 12 commonly used KPIs in Susan’s feature article.

Contact Center 29

Contact Center Call Center 29

Contact Center Pipeline

AUGUST 2, 2019

I sure hope Contact Center Pipeline is on it!! It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. If not, now is a great time to sign up. We would love to go to the pool […].

Contact Center 157

Contact Center Call Center 157

Aspect

NOVEMBER 5, 2018

Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for. As you start planning to move your contact center to the cloud, there are five considerations worth digging into. . Do You Have Budget Restrictions?

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

Fonolo

AUGUST 5, 2021

The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. How to Foster Agent Engagement in a Hybrid Contact Center. 15 Powerful Call Center Training Methods. Virtual workshops.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Contact Center Pipeline

JANUARY 3, 2019

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. Technology will continue to innovate processes and shift the way inquiries are handled.

Customer Service 196

Customer Service Technology Contact Center Call Center 196

Contact Center Pipeline

APRIL 8, 2021

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact center industry. Predictions from a variety of industry experts included more adoption of digital interaction tools, greater automation of interaction evaluations and the growing importance of agent engagement and satisfaction.

Contact Center 256

Contact Center Quality management Call Center Technology 256

Callminer

APRIL 24, 2020

call center industry is alive and well. According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. Agents are at the heart of any call center, considering they’re on the front lines of customer interaction.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! What is Call Center Automation? They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

Contact Center Pipeline

JUNE 4, 2019

Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Our June issue includes several articles that discuss how to help our agents to […].

Contact Center 133

Contact Center Call Center 133

Contact Center Pipeline

JANUARY 4, 2019

Happy 2019! We reveal the survey results from the recent “Contact Center Challenges & Priorities” survey, as well as the key findings from the “North American Study […]. I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!).

Contact Center 100

Contact Center Surveys Call Center 100

Contact Center Pipeline

FEBRUARY 5, 2019

Download the Full IssueContact Center Pipeline February 2019 To download […]. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more. Please enjoy.

Contact Center 113

Contact Center Analytics Management Call Center 113

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

Contact Center Pipeline

MARCH 28, 2019

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

Contact Center 133

Contact Center Technology Analytics Metrics 133

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Contact Center Pipeline

MAY 3, 2019

Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so many gears in motion to keep all the wheels turning to satisfy all the stake holders in and out of our organizations. I hope you can find a way to make […].

Contact Center 22

Contact Center Call Center 22

Contact Center Pipeline

JANUARY 30, 2019

I hope you are as excited as I am to dive into the results from our fourth annual survey, with nearly 300 participants sharing their top three challenges and priorities. We maintain our list of options with minor tweaks based on market and industry evolution, as well as past input, so we can look at […].

Contact Center 124

Contact Center Surveys Marketing Call Center 124

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? For 2019, we have hand-selected a list of the “must attend” customer service conferences based on overall quality, content, network opportunities, and potential key takeaways. When: April 7-10, 2019. Smart Customer Service 2019.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Contact Center Pipeline

JULY 3, 2019

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. Imagine that history lesson 100 years from […].

Contact Center 140

Contact Center Call Center 140

Contact Center Pipeline

NOVEMBER 5, 2019

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights. Special shout-out to Colleen Bolton and her team at DraftKings Inc. They […].

Contact Center 113

Contact Center Surveys Call Center 113

Contact Center Pipeline

MARCH 5, 2019

The March issue represents 10 years of publishing Contact Center Pipeline! Welcome to our 10-Year Anniversary issue! It is with sincere gratitude to our team; Susan, Frank, Mark, Ellen and Sarah for all their hard work in keeping Pipeline fresh and relevant, as well as our writers, sponsors and subscribers!

Contact Center 113

Contact Center Call Center 113

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Three key drivers are at the core of this.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Contact Center Pipeline

SEPTEMBER 5, 2019

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian. It makes me think of the important […].

Contact Center 133

Contact Center Call Center 133

Outsource Consultants

AUGUST 16, 2019

PLYMOUTH, MN, August 16, 2019 – This week, Inc. Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. Not only have the companies on the 2019 Inc. Not only have the companies on the 2019 Inc. The 2019 Inc.

Consulting 104

Consulting Consulting outsourcing Call Center 104

InGenius

DECEMBER 19, 2019

With 2019 coming to a close, Upland Software raised a toast to the team and took a retrospective look at the successes of the past year. Upland made multiple acquisitions in 2019, including the team here at InGenius, giving us a leg up to herald in the new decade for even greater success. Pretty good for 2019!

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Contact Center Pipeline

JANUARY 1, 2020

What were the hot topics for contact center professionals over the last 12 months? Happy New Year! Many of us welcome the new year by reflecting on the past one. How will that influence your strategic resolutions for the next 12? In honor of the year 2020, we bring you the top 20 blog posts […].

Contact Center 147

Contact Center Call Center 147

CX Accelerator

MAY 25, 2022

Jenny began her call center customer service journey on the front lines back in 2005. She is known for her thought leadership, speaking about CS, CX and self-care for contact center agents at business conferences such as Zendesk Relate and ICMI Expo. Great choice Jenny. We hope it serves you well!

Customer Support 316

Customer Support Wait times Self service Best practices 316

Fonolo

JANUARY 9, 2019

2018 was a big year for the contact center industry. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister site OnHoldWith.com , webinars, hangouts, Fonolo news (of course), and more.

Contact Center 70

Contact Center Gamification voip Chatbots 70

Fonolo

APRIL 10, 2019

Contact center software and CRM software have been on a slow collision course for decades. Well, it would be great to look at how companies were paying for the whole “customer service” apparatus and see which share is going to CRM companies versus call center companies. Sheila McGee-Smith (@McGeeSmith) March 7, 2019.

CRM 98

CRM Contact Center Contact center software Call Center 98

Fonolo

JANUARY 10, 2019

This is certainly the case with call centers. Contracting out your call center can cut overheads significantly, but poor service could lead to a mass departure of customers. In this blog, you’ll find three of the most notable pros and cons of outsourcing a call center. Lower Costs. Increased Productivity.

outsourcing 103

outsourcing Call Center Gamification Contact Center 103