Callminer

MAY 12, 2020

Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. General Tips for Evaluating Call Center Software. Automatic Call Distributors (ACD).

call center software 182

call center software Best practices Call Center Interactive Voice Response 182

Callminer

DECEMBER 17, 2019

Call centers , in particular, represent just one facet of a large and varied international outsourcing industry. However, the world’s call centers are arguably the most public examples of companies’ outsourcing efforts, facing customer directly in one-on-one interactions. Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

TeleDirect

SEPTEMBER 30, 2020

2020 has certainly been a year to remember. For call centers, some trends and ways of working haven’t so much changed as they’ve amplified. Let’s look at some things to look out for with call centers and contact centers for the remainder of 2020: Home is the new office.

Call Center 118

Call Center Business Process Outsourcing outsourcing Enterprise 118

ShepHyken

SEPTEMBER 14, 2020

My Comment: We start this week’s Roundup with a reminder of the upcoming Customer Service Week, which is the first full week of October every year (October 5-9, 2020). LearningNotes) The year 2020 is the year of those individuals who are successfully adapting themselves to the chaos incurring due to these tumultuous times.

Customer Service 217

Customer Service B2B B2C Call Center 217

Callminer

DECEMBER 5, 2019

Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Here are my predictions on how the contact centre will evolve in 2020. This is only likely to get worse in 2020 if call centres aren’t prepared to handle it correctly.

Analytics 207

Analytics Accountability Technology Sales 207

Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days. I thought I would share them here as well.

Consulting 221

Consulting Consulting Government Coaching 221

Fonolo

DECEMBER 5, 2019

As we head into 2020, data is becoming more crucial for successfully running a call center than ever. In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center. Metric #1: Customer Satisfation.

Call Center 125

Call Center Metrics First call resolution Contact Center 125

Contact Center Pipeline

JANUARY 19, 2021

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like.

Contact Center 227

Contact Center Customer Experience Chatbots Call Center 227

Contact Center Pipeline

MARCH 4, 2020

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. And as they say, the rest is history.

Contact Center 236

Contact Center Call Center 236

Callminer

MAY 11, 2020

Here are tips and best practices to simplify the call center software selection process, allowing you to choose excellent solutions without wasting time.

call center software 182

call center software Best practices Call Center 182

Fonolo

NOVEMBER 5, 2020

Call spikes and high customer demand are overwhelming enough on a typical day, but the holidays have a way of cranking up the intensity for call centers. Now more than ever, customers are looking for companies to support them on whatever channel they prefer, whether it’s social media, chat support, or voice calls.

Call Center 132

Call Center Interactive Voice Response Self service Contact Center 132

Contact Center Pipeline

OCTOBER 7, 2020

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

Customer Service 191

Customer Service Employee engagement Contact Center Call Center 191

ShepHyken

NOVEMBER 16, 2020

20 Must-Learn Customer Service Skills in 2020 (Bonus: Tips to develop them faster) by Jared Cornell. My Comment: As we head out of 2020, this author shares a list of 20 skills that people in customer-facing roles should show proficiency. This is what will help customers choose you over your competition. Follow on Twitter: @Hyken.

Customer Service 179

Customer Service B2C Call Center Government 179

Contact Center Pipeline

FEBRUARY 20, 2020

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others. Some lessons bring pleasure […].

Customer Care 173

Customer Care Healthcare Contact Center Call Center 173

Callminer

OCTOBER 3, 2019

There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Contact Center Pipeline

OCTOBER 9, 2020

We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in this series for more great insights from industry leaders, or access our October issue for the full article. FARA HARON CEO […].

Customer Service 173

Customer Service Employee engagement Contact Center Call Center 173

CCNG

JANUARY 19, 2021

Approximately 50% of employees worked from home in 2020 at height of pandemic, up from 2% in prior years. No, IT will continue to provide all the desktop equipment to ensure standards are met, particularly around voice quality. One trend that is divergent is where employees will work in the coming years.

Call Center 195

Call Center CCNG Contact Center Feedback 195

Global Response

JANUARY 8, 2025

As time moves forward, this is becoming less of a “nice feature” for call centers and more of a prerequisite, many customers expect it as part of their experience, and industry experts expect increased adoption of omnichannel strategies to be a major contact center future trend.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

Contact Center Pipeline

SEPTEMBER 2, 2020

Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. I think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

Contact Center 299

Contact Center Personalization Call Center 299

CustomerServ

AUGUST 31, 2021

Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that they were ill-equipped to manage the dramatic impact of COVID-19 on their call centers.

outsourcing 133

outsourcing Call Center Government Management 133

Contact Center Pipeline

JANUARY 6, 2020

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

Contact Center 182

Contact Center Call Center Customer Service Customer Experience 182

ROI CX Solutions

JANUARY 8, 2025

From AI’s continued influence on the CX world and the evolving dynamics of remote work in the wake of the pandemic, to a stronger emphasis on self-service options, we’re exploring six of the most prominent call center trends expected to make waves in 2025. Stay on top of trends in the call center industry with us!

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

ShepHyken

JUNE 12, 2020

She provides crisis management strategies for call center employees during challenging times such as COVID-19. Traditionally office-based, many call centers are beginning to adopt remote working policies, and those companies that may not have operated call center facilities previously are opening up new lines of communication.

Call Center 185

Call Center Scripts Chatbots Management 185

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. 47% of companies outsource their call center operations to solve capacity issues. Video Chat. Final Notes.

Chief Customer Officer 298

Chief Customer Officer Call Center Consulting Consulting 298

Contact Center Pipeline

MAY 21, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. We have over 17 years of experience in the contact center space.

Contact Center 298

Contact Center Personalization Call Center Technology 298

Contact Center Pipeline

OCTOBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

Fonolo

MARCH 2, 2021

Tracking is vital to providing a great customer experience and running a call center. But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Here are the critical call center agent performance metrics.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Contact Center Pipeline

JANUARY 6, 2021

I believe that each of us has been bitterly disappointed by 2020. I wish I could say, “Hate to see you go,” but that is definitely not the case. This year, holding the promise of a new decade will be remembered as dark and dangerous for generations to come. I wonder what the writers of […].

Contact Center 147

Contact Center Call Center Technology Management 147

TechSee

DECEMBER 31, 2019

To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. Explosion of virtual contact centers. Greater demand for data transparency and security.

Customer Service 136

Customer Service Analytics Chatbots Self service 136

Outsource Consultants

SEPTEMBER 7, 2020

It’s not up for debate—the 2020 election season is upon us, and November 3rd will be here before you know it. So what does your political call center procurement plan look like? You need to secure a quality outbound calling partner before it’s too late. Which Political Call Center Partner is Best for Your Business?

Call Center 101

Call Center Telemarketing outsourcing Consulting 101

Outsource Consultants

OCTOBER 23, 2020

?Saint Louis Park, MN, October 23, 2020 – Outsource Consultants is excited to announce that we are a Minneapolis/St. Paul Business Journal Fast 50 honoree for 2020. Paul Business Journal has named Outsource Consultants, a leader in outsource call center selection, to its 2020 Fast 50 list. The Minneapolis/St.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Contact Center Pipeline

JANUARY 29, 2020

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry?

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Contact Center Pipeline

APRIL 3, 2020

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

Contact Center 264

Contact Center Call Center 264

Contact Center Pipeline

SEPTEMBER 12, 2019

That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].

Contact Center 250

Contact Center Customer Care Call Center Technology 250

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. The ROI of Call-Backs for Your Call Center.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

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