CX Accelerator

MAY 15, 2019

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. To that end, Jeff leaves us with some conference-related pointers that can help us improve the quality of our experience a the Expo: Balance Quality & Quantity: Conferences can really overload you with content!

Contact Center 51

Contact Center Customer Service Coaching Education 51

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

CCNG

MARCH 16, 2022

Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. You will find us on the Apple Podcast app here: [link].

Contact Center 195

Contact Center CCNG Best practices Consulting 195

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

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

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

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

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

ShepHyken

MARCH 30, 2025

My Comment: The Medallia Experience 2025 conference was just in Las Vegas last week. This time, the topic is using customer feedback to improve contact center agent performance. Finally, employees must be given the right tools they need to take care of customers.

Customer Service 176

Customer Service Feedback Surveys Customer Experience 176

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

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

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

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

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 Accelerator

OCTOBER 25, 2018

There is no doubt that the contact center industry is poised for massive changes. Summarized below are a few of the most popular trends coming out of the conference… Most of us are not ready for AI. As Justin Robbins says, even the basic tool sets in most contact centers are broken.

Journey mapping 140

Journey mapping Contact Center Metrics Benchmark 140

ShepHyken

OCTOBER 1, 2019

Technology helps make contact centers smarter, faster, and better and paves the way for proactive customer service. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio. Human interaction will never be entirely eliminated or replaced by AI. Learn more at Calabrio.com.

Self service 53

Self service Contact Center contact center solutions Analytics 53

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

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

Enghouse Interactive

JULY 25, 2024

Discover the top contact center events and conferences in the USA for 2024. The events in the list are handpicked by Enghouse Interactive, a leading contact center solution provider, empowering businesses with cutting-edge technology for over 35 years.

Contact Center 84

Contact Center contact center solutions Technology 84

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

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

Enghouse Interactive

JULY 23, 2024

Discover the must-attend contact center conferences in Europe for 2024. Join industry leaders and pioneers to explore AI-driven customer engagement solutions and network with professionals at events like the CX Summit, CCW Europe, and more.

Contact Center 82

Contact Center 82

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. Early in her successful modeling career, someone advised her to try to fit in.

Banking 363

Banking Contact Center Customer Service Customer Experience 363

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

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

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 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

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

CX Global Media

OCTOBER 10, 2018

There are people in the contact center industry that have more than persevered, they have thrived and positively impacted thousands of people along the way. Penny Reynolds, co-founder of The Call Center School, is one of those people in the contact center industry. How to Build a Contact Center Dream Team.

Coaching 263

Coaching Call Center Contact Center call center professionals 263

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

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

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

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

Aspect

JUNE 23, 2020

Lanes of ingress and egress to minimize employees passing past other employees: In and out of the contact center itself. Create a floor plan showing the relative position of the seating positions, other equipment, portals in and out of the space, conference rooms, break rooms, etc.

Contact Center 139

Contact Center Management outsourcing Surveys 139

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. Full List of Customer Experience Conferences in 2023: CX Summit by Boussias | January, 23 | Online. The Customer Conference | March, 1 | London, UK.

Customer Experience 88

Customer Experience Contact Center Customer Service 88

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111