CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What’s hot at the Contact Center Expo besides the Orlando air temperature? Learn about what’s hot at ICMI’s Contact Center Expo.” Click to Tweet. It comes down to one of three things.

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

CX Global Media

JUNE 5, 2017

If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Have you considered MSD as a contact center agent burnout cause? Often, contact center agents do not realize that their work activities are causing their pain.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

CX Global Media

JULY 19, 2018

Contact center quality is transforming just like many other aspects of contact center operations. Meeting with Jim Iyoob from Etech Global Services at IQPC’s Customer Contact Week provided a great perspective on getting more value from contact center quality and most specifically the call monitoring process.

Contact Center 172

Contact Center Call Center Coaching Management 172

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. But we’re small.” Less Effort.

Call Center 185

Call Center Analytics Contact Center contact center solutions 185

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.

Contact Center 288

Contact Center Consulting Consulting Call Center 288

Callminer

SEPTEMBER 1, 2020

With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. We also presented over 20 breakout sessions under five innovative and timely themes: insight to action, transformational CX, collections in current times, work from home, and the new contact center agility.

Entertainment 182

Entertainment Contact Center Analytics Customer Service 182

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry.

Contact Center 180

Contact Center Coaching contact center solutions Scripts 180

CX Global Media

MAY 25, 2017

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening. It’s like the Wild West out there with contact center technology.”

Contact Center 185

Contact Center Technology CRM Finance 185

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

Contact Center 87

Contact Center Healthcare Call Center Technology 87

CX Global Media

JUNE 25, 2018

Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause.

Contact Center 174

Contact Center Coaching Call Center contact center solutions 174

Call Center Weekly

NOVEMBER 9, 2017

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Note, Brad’s responses have been lightly edited and condensed for clarity.

Contact Center 149

Contact Center contact center associations Banking Education 149

CX Global Media

JUNE 23, 2018

While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. When I think about the legacy aspects of the contact center, we haven’t really been configured that way. So, what’s going to happen? Please Share.

Contact Center 195

Contact Center Customer centricity Self service Strategic Value 195

Contact Center Pipeline

JANUARY 16, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

Contact Center 159

Contact Center Personalization Customer Experience Customer Service 159

CX Global Media

JULY 26, 2017

When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Sally’s was experiencing a problem with the chat channel in her contact center.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. From conference to On-demand Learning. Where else can you get information you can “use today” in an on-demand format?”.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. Micromanagement.

Call Center 148

Call Center Morale Best practices Contact Center 148

CX Global Media

AUGUST 30, 2017

In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”. This ONE WORD unleashes contact center peak performance.” You need to automate contact center supervisor activities.”

Contact Center 149

Contact Center Coaching Education Call Center 149

Fonolo

NOVEMBER 13, 2018

Have you been searching for the best customer service conferences to attend in 2019? Sure, you could watch a few evocative highlights on YouTube instead, but attending conferences in the flesh still provides far more value. Customer Contact East: A Frost & Sullivan Executive Mind Xchange. ICMI: Expo & Conference.

Customer Service 108

Customer Service Contact Center Education Engineering 108

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Contact Center Pipeline

MARCH 3, 2020

Remote work in contact centers has evolved from an alternate staffing strategy to a core employee benefit. In fact, 80% of contact centers today embrace flexible scheduling and remote working for some segment of their population.

Contact Center 226

Contact Center Consulting Consulting Call Center 226

CX Global Media

JUNE 28, 2017

The theme at this year’s Call Center Week is about building the foundation for future transformation. Brian Cantor talks about Call Center Week highlights. You must get the basics right in your contact center. Make Call Center Week Fall. Click to Tweet. No more innovation. Click to Tweet.

Call Center 149

Call Center Average Handle Time Contact Center Coaching 149

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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

CX Global Media

JULY 12, 2019

The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. Beyond a Conference to On-demand Learning. Agent turnover is expensive. Playbook and Planner.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

CX Global Media

JULY 9, 2019

The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Conference Coverts to On-demand Learning. CCVS Playbook and Planner.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

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

JUNE 21, 2019

This week over 400 attendees made their way to Gillette Stadium, in Foxborough, Massachusetts, home of the National Football League’s New England Patriots, to be a part of The Northeast Contact Center Forum’s (NECCF) annual contact center conference and expo – the largest contact center event in the Northeast.

Contact Center 100

Contact Center Call Center 100

CX Global Media

JULY 10, 2019

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Conference Coverts to On-demand Learning. CCVS Playbook and Planner.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

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

SEPTEMBER 20, 2017

“They are just temps,” said one contact center manager describing his seasonal agents. They were crammed into an abandoned conference room filled with computers, phones and wires. This “seasonal contact center” was separate from the “normal […]. They will be gone in a couple of months!”

Contact Center 392

Contact Center Management Call Center 392

Contact Center Pipeline

JUNE 11, 2019

For contact centers, the internet and mobile devices have totally strained and challenged every single aspect of the way we operate our business. Keeping up with the constantly changing technologies, economic, business and personnel issues requires us to obtain knowledge and learn from the experiences of others more than ever before.

Contact Center 173

Contact Center Technology Call Center 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

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Now: Schedule online meetings.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

CX Global Media

MAY 15, 2017

The report “Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region by MarketsandMarkets states that This is a Compound Annual Growth Rate (CAGR) of 23.6%. Cli c k to Tweet.

Contact center software 120

Contact center software Cloud contact Contact Center Transportation 120

Call Center Weekly

SEPTEMBER 19, 2018

How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation. Aspiration! Many sessions I attend are aspirational. Inspiration! Collaboration!

Telecommunications 150

Telecommunications Contact Center Call Center Customer effort 150

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