TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CSM Magazine

MARCH 20, 2025

A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity. Ready to make your call center amazing? Follow these steps for success.

Call Center 52

Call Center Interactive Voice Response Morale Contact Center 52

Contact Center Pipeline

JUNE 2, 2020

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].

Contact Center 189

Contact Center Call Center 189

Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Contact Center Pipeline

JANUARY 4, 2022

Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […]. I hope the new year brings much health and happiness. This is an exciting month.

Contact Center 182

Contact Center Call Center 182

Contact Center Pipeline

MAY 4, 2020

Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […]. What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true.

Contact Center 182

Contact Center Call Center 182

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

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

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Contact Center Pipeline

SEPTEMBER 5, 2018

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards […].

Contact Center 69

Contact Center Call Center 69

CSM Magazine

FEBRUARY 24, 2025

Call centers which use AI technology tackle these problems head-on, reducing wait times and improving first-call resolution. Traditional call centers have a hard time dealing with a high volume of calls and processes that are not efficient. First-call resolution rates increase with AI assistance.

First call resolution 52

First call resolution Wait times Call Center Customer emotions 52

Contact Center Pipeline

JULY 2, 2020

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].

Contact Center 162

Contact Center Call Center 162

CSM Magazine

NOVEMBER 18, 2024

A comprehensive survey found that 68% of call center agents reported experiencing eye strain or tiredness, 66% reported headaches, and 53% experienced blurring of vision. Eye strain in the workplace is a widespread problem. And in a broader context, 32.4%

call center professionals 52

call center professionals Call Center Contact Center Surveys 52

Contact Center Pipeline

MAY 2, 2017

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we address many of the issues contributing to our experiences and successes.

Contact Center 157

Contact Center Customer Experience Call Center 157

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

Contact Center Pipeline

SEPTEMBER 6, 2017

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. More than Hurricane Katrina and Hurricane Sandy, combined.

Contact Center 157

Contact Center Personalization Call Center 157

Quality Contact Solutions

JULY 26, 2022

After writing over one thousand call center scripts, we know that there isn’t a single stand-alone ingredient we’d consider the ‘secret sauce’ for creating the perfect script. Instead, scripts are purposeful and serve as a guide to accomplish the objective of the call. No, it doesn’t.

Scripts 98

Scripts Call Center Telemarketing Best practices 98

ShepHyken

DECEMBER 13, 2021

Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long periods, are oblivious to a customer’s distress, or are unable to provide accurate information.

Customer Service 212

Customer Service Call Center Customer Experience Customer Support 212

Monet Software

MARCH 20, 2019

The 2019 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor Verint Monet with a 2019 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its

CRM 15

CRM Quality management Contact Center Analytics 15

CSM Magazine

FEBRUARY 5, 2025

One of the biggest challenges entrepreneurs face is securing the funds needed to set up and operate a call center effectively. Below are ten creative and practical fundraising ideas to help you kickstart your call center. For call centers, look into grants for customer service businesses or technology upgrades.

Call Center 52

Call Center Government Banking Customer retention 52

Contact Center Pipeline

APRIL 4, 2023

We cover some of our bigger contact center challenges in our April issue. Of course, it wouldn’t be a complete issue if we didn’t discuss promoting your contact center’s value and visibility. […] Our April issue is available.

Contact Center 130

Contact Center Customer Experience Management Call Center 130

Contact Center Pipeline

MARCH 2, 2023

But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team. It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party!

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

FEBRUARY 2, 2023

I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them, whether they are a mentor, colleague, friend, writer, subscriber…we all have many people in our lives to show our gratitude towards. But I am a little worried. I’m sure you see […]

Contact Center 26

Contact Center Call Center 26

Contact Center Pipeline

DECEMBER 2, 2021

Contact Center Pipeline had a very good 2021. TIS THE SEASON when it is time to reflect and anticipate. 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 147

Contact Center Call Center 147

Contact Center Pipeline

NOVEMBER 2, 2021

Kind of reminds me of our contact centers. What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. There is the scary, the delightful and the practical. And that just about sums up our November […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

OCTOBER 4, 2021

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles. In the midst of COVID, the anniversary of September 11 and hurricane season, […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

SEPTEMBER 2, 2021

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash. We wish her nothing but the best as she starts a […].

Contact Center 147

Contact Center Technology Call Center 147

Contact Center Pipeline

AUGUST 4, 2021

Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again. Please check […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

JULY 2, 2021

In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. We cover a wide variety of topics this month in our July issue. Culture is always challenging and now more so.

Contact Center 147

Contact Center Personalization Call Center Customer Service 147

Contact Center Pipeline

APRIL 2, 2021

Could there be much more change in the air than in our centers? There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Talk of agility in dealing with the changing […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

MARCH 2, 2021

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].

Contact Center 147

Contact Center Call Center Customer Experience 147

Contact Center Pipeline

JANUARY 5, 2021

Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I hope the new year brings much health and happiness. This is an exciting month. I look […].

Contact Center 147

Contact Center Employee engagement Call Center Management 147

Contact Center Pipeline

DECEMBER 2, 2020

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a year. Not only has COVID-19 affected us individually and within our families, but our organizations have had quite the challenge of […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

AUGUST 4, 2020

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […].

Contact Center 147

Contact Center Management Call Center 147

Contact Center Pipeline

OCTOBER 3, 2019

This month, we feature an article on key performance indicators. It is one of my favorite topics! 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. This month also brings us the findings from our 2019 Voice […].

Contact Center 29

Contact Center Call Center 29

Contact Center Pipeline

AUGUST 2, 2018

Time slows down… except at Contact Center Pipeline. It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […].

Contact Center 145

Contact Center Call Center 145

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