Contact Center Pipeline
JANUARY 22, 2020
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.
Contact Center Pipeline
JANUARY 28, 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].
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CCNG
MARCH 12, 2021
According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. The past year has been difficult for contact centers. Focus on leadership.
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.
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In 2020, driven by the need to react to the pandemic, these figures were 75% and 5% respectively. In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. 43% of survey respondents were using homeworking, with 5% running a pilot scheme or about to set one up.
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 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.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Why does my contact center need to adopt AI now?
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Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021.
Advertiser: Symtrain
2020 has thrown a curveball at society, upending organizational objectives, expectations, and resources. Survey results reveal a significant shift from a minority to a majority of contact center staff moved to remote work. The shift to everything online demands hiring more contact center talent and fast.
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
Adapting to a post-COVID world means recession-proofing your contact center with AI that reduces reliance on live agents with virtual agents that are always on, perfectly trained, and at a fraction of the cost. Thursday July 16, 2020 11AM PST, 2PM EST, 6PM GMT Sketch a back-of-the-napkin ROI in minutes.
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. Thursday September 17th, 2020 at 11AM PDT, 2PM EST, 6PM GMT. If it fits into one of these 5 categories, a live human agent should never handle it.
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. June 25th, 2020 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT. Your company is judged on how your staff relates to your customers on all channels. How do you retain the human touch in the digital world?
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