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.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

Jon Arnold

NOVEMBER 12, 2020

This white paper has been in the works for some time with Mitel , and has launched today. Being long-form content, the white paper is gated on their website, and here’s the registration page to download it. To support it, they’ve issued a press release , and you can read about the details there.

Contact Center 52

Contact Center 52

Callminer

MAY 27, 2020

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

Jon Arnold

FEBRUARY 12, 2018

Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper.

Contact Center 45

Contact Center Education Marketing 45

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

Fonolo

JUNE 13, 2022

Contact centers must become “digital-first.”. READ THE FULL WHITE PAPER: Why Digital-First Contact Centers Remain Ahead of the Competition. What does “Digital-First” mean in the contact center? TIP: Has your contact center adopted call-back technology ? Learn more. approach.

Contact Center 81

Contact Center Chatbots Customer Service Service level 81

Callminer

APRIL 20, 2018

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Callminer

NOVEMBER 18, 2020

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

CX Global Media

AUGUST 8, 2019

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. You can also learn more in the webinar 3 Common Questions Contact Centers Should NEVER ask about Speech Analytics.

Contact Center 246

Contact Center Coaching Call Center Analytics 246

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 107

Contact Center Transportation Customer Experience Wireless 107

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center CRM Call Center Personalization 105

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

CCNG

AUGUST 17, 2022

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back for more ways you can build a truly powerful professional network. ?For

Best practices 195

Best practices CCNG Enterprise Contact Center 195

Contact Center Pipeline

MARCH 19, 2019

You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […]. As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Contact Center 124

Contact Center Surveys Call Center 124

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Jon Arnold

DECEMBER 5, 2017

I've been working recently with Upstream Work s, an emerging player in the contact center space with a strong focus on improving the customer experience. We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value.

Contact Center 0

Contact Center Customer Experience 0

Fonolo

MAY 24, 2018

New research from EvaluAgent shows that 90% of contact centers use multi-channel analytics to track the entire customer journey and develop comprehensive customer profiles during the process. It’s important to be where they are on their journey, but engaging them also means getting to know them and understanding what matters most.

Call Center 87

Call Center Benchmark Metrics Analytics 87

CCNG

MAY 11, 2021

This challenge required contact center leaders to innovate and incorporate technology. With over 20,000 simulations consumed, the contact center executive reported a direct correlation between performance on the simulations and performance on the job.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 107

Contact Center Technology contact center solutions Cloud contact 107

Jon Arnold

NOVEMBER 30, 2022

AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer. The white paper has been featured now on NICE’s website, and here’s the registration page to download a copy.

Contact Center 11

Contact Center Chatbots 11

Cisco - Contact Center

MAY 6, 2024

The Cisco IOS XE Model Driven Telemetry White Paper has arrived! What are the benefits of understanding this white paper? The wait is over! The industry is shifting from using SNMP to using YANG… Read more on Cisco Blogs

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UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

CCNG

MARCH 4, 2021

We’ve heard that from contact center trainers and trainees a lot over the past year. With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work.

CCNG 195

CCNG Contact Center Surveys Coaching 195

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

SharpenCX

DECEMBER 5, 2023

Discover what 2024 has in store for your contact center with these predictions. The post Hello, 2024: 5 Contact Center Predictions appeared first on Sharpen. Out with the old year, in with the new.

Contact Center 67

Contact Center Contact center software Cloud contact Call Center 67

Talkdesk

DECEMBER 1, 2020

To develop a transformation strategy, look beyond traditional contact center key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement. The post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Transparent BPO

JANUARY 14, 2020

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Don’t waste another minute during a contact center site visit.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

ShepHyken

MARCH 26, 2019

Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. Social media has transformed how customers and businesses interact.

Chatbots 319

Chatbots Contact Center Technology Customer Experience 319

Fonolo

MAY 31, 2018

To understand how to build a case for call-backs in your contact center, download Fonolo’s eBook, “The ROI of Call-Backs”. One popular way to improve the IVR experience is by offering a call-back option. 76% of consumers feel that offering a call-back as an alternative to waiting on hold is “Very or Somewhat Important.”.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center call center professionals Education Call Center 62

Jon Arnold

JANUARY 18, 2023

This one is with NICE , and it draws on a recent white paper I did for them. As the title in the visual below shows, we’ll be exploring the bigger picture for AI in the contact center, and why it’s much more than chatbots. Got another webinar to share here.

Chatbots 84

Chatbots Contact Center Marketing 84

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195