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.

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contact center solutions Contact Center Marketing Call Center 290

NobelBiz

MARCH 1, 2021

Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance. The post What Are The Benefits of Choosing Cloud Contact Center Solutions?

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contact center solutions Cloud contact Contact Center SaaS 98

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

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Contact Center Call Center Interactive Voice Response Wait times 52

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. What is Voice bot? Conclusion.

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Contact Center Interactive Voice Response Chatbots Call Center 191

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

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Best practices Contact Center Management Call Center 52

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities.

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ROI CX Solutions

JANUARY 8, 2025

Cloud-based contact center software offerings continue to grow 2. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. One of the easiest and most effective ways to integrate cloud-based contact center software is through a Contact Center as a Service (CCaaS) model.

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Call Center Contact center software Chatbots Interactive Voice Response 52

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.

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Contact Center SaaS Call Center Technical Support 159

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.”

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Contact Center Coaching Education Call Center 149

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment. Cloud Flexibility Enables Greater Automation.

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contact center solutions Contact Center Journey mapping Call Center 78

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

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contact center solutions Cloud contact Contact Center Journey mapping 78

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.

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Contact Center Coaching contact center solutions Scripts 180

Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Call center automation software is essential to accomplishing this goal. So what does an optimized and automated call center look like, and what are the benefits for your call center? What is Call Center Automation?

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Call Center Interactive Voice Response First call resolution Self service 140

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

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Call Center Workload forecasts Average Handle Time Contact Center 52

NobelBiz

NOVEMBER 5, 2024

Standing at the threshold of 2025, contact centers face a critical juncture between rising customer expectations and rapid technological developments. This article will delve into five significant challenges that contact centers will likely face in the coming year and provide practical solutions for hurdling these obstacles.

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Contact Center CRM contact center solutions Outbound sales 52

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. While a solid business case could be made solely for how IT would benefit, there’s a bigger story to tell that considers other stakeholders, both in and out of the contact center.

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contact center solutions Cloud contact Contact Center At home agents 78

CX Accelerator

JULY 1, 2020

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. Examples include cloud infrastructure providers, call center solution experts, etc. Two specific examples come to mind.

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contact center solutions Morale Contact Center call center solutions 266

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Still unsure where to go from here?

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Call Center Interactive Voice Response call center software Contact Center 142

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.” It happens by design.”

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Call Center Customer Service Contact center software Chatbots 52

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

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Contact Center Contact center software Interactive Voice Response contact center solutions 52

ShepHyken

APRIL 9, 2021

Ideally, call center organizations take care of the sound problem. Most modern-day VOIP Providers offer cloud-accessibility, enabling you to run your call center operations from any device. Vihar Naik loves to write about Virtual phone numbers, Contact center solutions and communication skills, and more.

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NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business.

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NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

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Benchmark Contact Center Abandon rate Average Handle Time 52

Hodusoft

DECEMBER 26, 2024

Why Every BPO Needs an Omnichannel Contact Center for Success? The term may conjure up the image of an office space with lots of computer systems that are fitted with IP-based telephony systems where agents handle huge volumes of incoming and outgoing calls. But contemporary BPOs are much more than plain and old call centers.

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Contact Center Contact center software contact center solutions Chatbots 52

Contact Center Pipeline

MAY 10, 2017

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution is no easy task.

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Contact Center contact center solutions Technology Call Center 138

CX Global Media

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? And in the contact center industry, the information about chatbots and artificial intelligence is both noisy and messy.

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Chatbots Contact Center Call Center contact center solutions 240

CX Global Media

JULY 2, 2018

Meeting with Cameron Weeks from Sharpen at ICMI’s Contact Center Expo was a bit of a twist from the norm. Hearing a unique message and perspective on a common contact center topic (and solution) such as omni-channel was an inspirational change of pace. Meaning perfect call quality on average anywhere in the world.

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Contact Center Coaching voip contact center solutions 188

Talkdesk

JULY 1, 2020

With many call centers now running overcapacity to support customers during the pandemic, multi-channel services can help solve some of the pain points that customer-oriented companies are facing today: Work-from-home (WFH) constraints: At-home customer support agents may not have a quiet place or the ideal sound environment to answer calls.

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Contact Center contact center solutions Chatbots voip 118

NobelBiz

JANUARY 21, 2025

Running a successful call center requires balancing efficiency with meaningful customer engagement. These systems call contacts from a preloaded list, connect answered calls to agents, and handle unanswered calls with pre-recorded messages or follow-ups. First, a contact list is uploaded into the system.

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CX Global Media

MARCH 27, 2018

For many organizations with prominent contact center operations their percentage of data that is locked-up and invisible is even higher. This has been a decades old problem for contact centers. It helps to elevate the contact center’s status to strategic from tactical. The problem. Give Sight to the Blind.

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NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

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NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

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Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

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Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row.

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CX Global Media

FEBRUARY 12, 2018

Most likely in your contact center agents run callers through the routine of asking – Mother’s maiden name, date of birth and last four digits of your Social Security Number to prove who they are before you give them service. This is not the greeting they want to experience when calling for help. About TRUSTID.

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Contact Center Interactive Voice Response Average Handle Time Call Center 204

Serenova

AUGUST 4, 2020

Call Centers 101: The Guide to Call Centers and Which Works Best for Your Business. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company. What is a Call Center? Types of Call Centers.

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Call Center Interactive Voice Response contact center solutions Contact Center 98

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

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