ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Customer Service 183

Customer Service Customer centricity Personalization Customer Experience 183

Spearline

DECEMBER 10, 2019

This is the inaugural edition of Connect , the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally. Many readers will be interested in reading about our new office openings, interviews with team members, awards we’ve won, or other company news and insights.

98

98

Zappix

MAY 22, 2024

Burlington, MA (May 22, 2024) ( Businesswire )– Zappix, a leading provider of Digital Patient Engagement Solutions, today announced it has been named a Top 10 Patient Experience Solution Provider for 2024 by Healthcare Tech Outlook Magazine. Contact Zappix, Inc.

Healthcare 52

Healthcare Analytics Education Marketing 52

Concentrix

FEBRUARY 25, 2020

The post Training Magazine Recognizes Concentrix with Top 125 Award appeared first on Concentrix. Training, the leading publication for Learning and Development professionals, determines rankings by assessing a range of factors like financial investment in staff development, the scope of.

118

118

WiserOwl Blog

JUNE 6, 2023

The June 2023 issue of Contact Center Pipeline Magazine features the article “The Rising Importance of Contact Centers” penned by WiserOwl’s Robert Bradshaw. About WiserOwl: WiserOwl exposes […] The post Contact Center Pipeline Magazine: The Rising Importance of Contact Centers appeared first on WiserOwl.

Contact Center 52

Contact Center Surveys Customer Experience 52

Concentrix

APRIL 10, 2020

Recognizing leading women in innovation, leadership and corporate strategy in the technology industry Consulting Magazine today announced the winners of its inaugural Women Leaders in Technology Award. The post Concentrix’ Kate Jones Wins Inaugural Consulting Magazine Women Leaders in Technology Award appeared first on Concentrix.

Consulting 109

Consulting Consulting Technology 109

Contact Center Pipeline

APRIL 4, 2023

Our April issue is available. We cover some of our bigger contact center challenges in our April issue. We discuss motivation, schedule flexibility, hiring, GIG working, remote work, knowledge management, awesome customer experiences and happy employees.

Contact Center 130

Contact Center Customer Experience Management Call Center 130

inSided

MAY 24, 2022

Ebooks, guides, and white papers, all have their place in the content mix, but what about an actual magazine created specifically for CS and community professionals? Introducing: Customer Health Magazine – The magazine for CS and community professionals. Whoever uttered the words “publishing is dead” didn’t see this one coming.

52

52

Contact Center Pipeline

MARCH 2, 2023

It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party! 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. A special shoutout to Steve, Frank, Susan, Ellen, […]

Contact Center 130

Contact Center Call Center 130

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. The post Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine appeared first on Cisco Blogs. Award Winner Second Year in a Row.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Concentrix

FEBRUARY 8, 2021

Concentrix Ranked #32 for Staff Training and Development Programs Concentrix’ deep investment in its staff and fanatical commitment to helping them grow has landed it on Training magazine’s exclusive 2021 Training Top 100 list for the fourth consecutive year at number #32. A huge leap from our 2020 rank of #58.

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110

ShepHyken

JUNE 17, 2024

The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much of your agents’ time!

Customer Service 213

Customer Service Consulting Consulting Enterprise 213

Contact Center Pipeline

SEPTEMBER 2, 2020

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies.

Contact Center 299

Contact Center Personalization Call Center 299

Avoxi

APRIL 2, 2021

TMC, a global and integrated media company, has announced that AVOXI was bestowed the 2021 Voice Technology Excellence Award by CUSTOMER magazine! “On

Technology 62

Technology 62

TCN

NOVEMBER 3, 2022

The post TCN Wins 2022 Contact Center Technology Award from CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – November 3, 2022 – TCN, Inc., a global provider of a.

Contact Center 52

Contact Center Technology 52

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., The short version of this idea is to pay more attention to details others tend to overlook or disregard.

Customer Service 213

Customer Service Self service Marketing Personalization 213

Contact Center Pipeline

APRIL 3, 2020

I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

Contact Center 264

Contact Center Call Center 264

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 213

Customer Service Airlines Self service CRM 213

Contact Center Pipeline

JANUARY 4, 2022

Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month. 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 […].

Contact Center 182

Contact Center Call Center 182

TCN

MARCH 21, 2023

The post TCN Operator Wins 2023 TMCnet CUSTOMER Product of the Year Award, Presented by CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – March 21, 2023 – TCN, Inc., a global provider of a.

52

52

Concentrix

MARCH 1, 2022

The post Training Magazine Recognizes Concentrix’ Training and Development Excellence for the 5th Year in a Row appeared first on Concentrix. Concentrix Ranked #40 for Staff Training and Development Programs.

62

62

Contact Center Pipeline

JANUARY 4, 2023

Welcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

DECEMBER 2, 2022

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. Contact Center Pipeline had a very good 2022. I […].

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

FEBRUARY 5, 2020

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].

Contact Center 222

Contact Center Customer Experience Call Center 222

Zappix

SEPTEMBER 27, 2023

In a significant milestone achievement, Zappix, a leading provider of Digital Customer Engagement Service solutions, has been honored with the prestigious "Most Innovative Healthcare Company" award for 2023 by CXO Outlook® Magazine.

Healthcare 40

Healthcare 40

Monet Software

JUNE 21, 2019

Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine. The post Cloud Computing Magazine Names Verint Monet a 2019 Product of the Year Award Winner appeared first on Monet Software.

Morale 79

Morale Contact Center Analytics Service level 79

Contact Center Pipeline

DECEMBER 2, 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. Contact Center Pipeline had a very good 2021. I […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

JUNE 2, 2022

Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Be sure to […].

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

NOVEMBER 2, 2021

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. Kind of reminds me of our contact centers. 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

APRIL 4, 2022

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t. I thought it would take us a few months, COVID would be under control and life would resume back […].

Contact Center 130

Contact Center Call Center 130

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

MARCH 2, 2022

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our readers with timely, expert insights every month. Reflecting back on our journey, I certainly don’t feel unlucky.

Contact Center 130

Contact Center Call Center 130

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

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

TCN

SEPTEMBER 21, 2021

The post TCN Operator Wins a 2021 Contact Center Technology Award Presented by CUSTOMER Magazine appeared first on TCN. GEORGE, Utah – September 21, 2021 – TCN, Inc., a global provider of a.

Contact Center 52

Contact Center Technology 52

Contact Center Pipeline

JULY 2, 2021

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

Contact Center 147

Contact Center Personalization Call Center Customer Service 147