Contact Center Pipeline

SEPTEMBER 28, 2021

By 2008, I was “retired,” cruising up-and-down the east coast. In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. And Susan had started her own business.

147

147

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Starting with quick wins that demonstrate the value of using the contact center as an omni channel hub can help earn trust from key stakeholders and make the longer term strategic vision a reality.

Chatbots 40

Chatbots Coaching Self service Best practices 40

Balto

JUNE 13, 2022

Call scripts are used in contact centers of all shapes and sizes — across the industry, they are considered an easy way to help ensure all of a contact center’s agents are driving calls to the same goals. These challenges, among others, lead to unique scripting issues at larger contact centers.

Scripts 52

Scripts Contact Center Morale Best practices 52

Contact Center Pipeline

MARCH 6, 2019

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. My husband Steve and I had sold our family home, purchased a 46-foot Cheoy Lee Trawler and we were […].

Consulting 100

Consulting Consulting Contact Center 100

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. This all leads to cost savings in your contact center. The lack of clear communication in the contact center can result in significant costs to a business over time. You’re lowering call volume.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. What’s your team’s mission?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

From 2008 to 2018, they studied the connection between reported employee satisfaction levels and CSAT scores on the ACSI index. Yet, 74% of contact center agents are still at risk for burnout. Think about the goals you need to accomplish in your contact center, first. What’s your team’s mission?

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. These systems are easy to learn and implement in contact centers with both full-time and seasonal staff. The Great Resignation is also upon us. Tip #5: Take Advantage of Technology.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

JustCall

AUGUST 22, 2022

The 385 country code is an overlay area code that covers the same area as the 801 area code, and it went into effect on June 1, 2008. And, on the other hand, the 385 area code is an overlay from the numbering plan of 2008. Robust Contact Center Features. What Area Codes are 385 and 801? . Mask Calls.

voip 52

voip Interactive Voice Response virtual call center Contact center software 52

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

EPIC Connections

MARCH 27, 2018

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. Our first real employee was hired in 2006, and our longest running client engaged us in 2008. We aim to grow as a preferred partner in building the contact center of the future.

Consulting 37

Consulting Consulting Contact Center Cloud contact 37

Fonolo

MAY 16, 2019

The mega-brand hit $1 billion in annual sales in 2008 and was sold to Amazon for $940 million in 2009. The Contact Center Guide to Managing Spikes in Call Volume. There are countless articles about this gesture, and the goodwill it generated for Zappos is arguably priceless. What happens when call volume gets out of control?

Marketing 124

Marketing Customer Service Advertising Customer retention 124

TLC Associates

MARCH 10, 2020

Tuesday’s cut, which lowered the federal-funds rate to a range between 1% and 1.25%, is the first to occur in between a scheduled policy meeting since the 2008 financial crisis.”. Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contact center associates.

contact center associations 40

contact center associations Benchmark Contact Center Sales 40

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers.

Customer Service 63

Customer Service outsourcing Contact Center Education 63

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). Share this page on: Tweet.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Talkdesk

JUNE 19, 2019

Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. It would have been so much easier if we had a way to properly manage our utilities so that each individual could easily check each bill and pay their portion. SimpleBills does just that!

Customer Service 42

Customer Service contact center solutions Contact Center Metrics 42

TMP Direct

APRIL 29, 2015

Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. Contact Center Satisfaction Index for 2008, published by the CFI Group] “We spend up to 10% more for the same product with better service.” Customer Service Fast Facts.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

SharpenCX

FEBRUARY 4, 2020

As a manager of a contact center, your role is essential to the care of your customer base. You’ve got a list of call center manager responsibilities that can feel overwhelming. I’m sure things don’t always go as planned in your contact center. So, where do you fit in? You’re working under immense pressure.

Call Center 84

Call Center Management Coaching Contact Center 84

Contact Center Geek

JUNE 9, 2016

And it is the geometric shape that inspired a Quality Management program I was part of in 2008. It seemed like every year we focused on a different aspect of our call quality programs and the call center leadership team, turned novice marketers, were always trying to come up with an angle to help sell it across our organization.

Call Center 48

Call Center Quality management Marketing Management 48

Avaya

JANUARY 24, 2018

An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. million for their inaccuracies between 2006 and 2008. Ad hoc changes were made by individual countries to address issues that resulted from the crisis. Barclays’ fines totaled £2.45

Government 46

Government Enterprise Banking Consulting 46

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. User idea suggestion portals are a helpful tool in doing that, but they might not be the best (or only) one for the job. What Are Idea Portals And How Do They Work?

Engineering 52

Engineering Feedback Customer centricity Management 52

Avaya

JANUARY 26, 2018

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.

Government 51

Government Coaching Contact Center Quality management 51

Verint

FEBRUARY 29, 2016

The not-for-profit National Association of Call Centers (NACC) is gathering the data needed for continued contact center research in 2016. Although Saddletree Research is my primary business, I have worked under contract as research director for the NACC since 2008.

Call Center 21

Call Center Surveys Contact Center contact center workforce 21

Eptica

JULY 8, 2016

First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Talkdesk

APRIL 3, 2019

TaskRabbit, founded in 2008, allows consumers to find immediate help with everyday tasks, including cleaning, moving, delivery and handyman work. . They have contact centers in San Francisco, Austin, New York and London, and they plan to grow even more over the next few years.

Contact Center 9

Contact Center 9

Callminer

JANUARY 18, 2021

. “One of the most prominent barriers that come in outsourcing an off-shore call center is communication limitation such as accents, unclear pronunciations, and frank language. ” – The Basics of Outsourcing for International Call Center Business , CRESCO. These shortcomings do affect the service quality. “A

Best practices 226

Best practices Call Center Contact Center Scripts 226

Contact Center Geek

AUGUST 7, 2014

We were acquired by Washington Mutual in 2005 and in September 2008, Washington Mutual was shut down by the US government and sold to JP Morgan Chase. Providian had challenging times, and as an organization we learned from them and I am proud to have been a part of that transformation. Of course, we all know how it ended.

Government 48

Government Average Handle Time Call Center Metrics 48

CSM Magazine

DECEMBER 12, 2019

Whether buying goods online or paying bills over the phone, they happily relay accounts and credit card details to a contact center agent without a second thought, trusting that the company that they are dealing with will manage their card data securely. The view from the contact center. But how secure are they?

Contact Center 52

Contact Center Interactive Voice Response Finance Call Center 52

NobelBiz

FEBRUARY 22, 2023

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. Pain Point 4: Inadequate call center agent training It is critical that all of your agents are trained, so that your customer service meets or exceeds the expectations of your clients.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

NobelBiz

MAY 17, 2022

Naturally, the best approach to maintain an exceptional level of service is to serve customers through a contact center. Pain Point 4: Inadequate call center agent training It is critical that all of your agents are trained, so that your customer service meets or exceeds the expectations of your clients.

Call Center 52

Call Center Customer Service Brand ambassadors Average Handle Time 52

CSM Magazine

JANUARY 20, 2021

Easily embed within your existing contact center software. Founded in 2008, CodeBroker mobile marketing solutions are used by the world’s most recognizable brands and retailers to drive customer acquisition, retention, and loyalty. CS Resolve Benefits: Resolve customer conflicts with instant appeasement. About CodeBroker .

Customer Service 59

Customer Service Contact center software Accountability Contact Center 59

aircall

FEBRUARY 3, 2021

Whether your finance company is a bank, credit union, mortgage company, investment firm, brokerage, or insurance company, a call center will help you serve your customers in ways that inspire brand loyalty. . Why Do Financial Services Firms Use Call Centers. Allows you to leverage a full-featured contact center. .

Call Center 62

Call Center call center software Interactive Voice Response voip 62

Interactions

DECEMBER 18, 2019

Facebook had only recently developed their chat function in 2008, which was really only used for communication between friends. Contacting a business through a chat box or text message was rare. Here are some examples to put things in perspective: . Lisa Michaud, Senior Product Manager. AI and Agents: Better Together.

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Netomi

JANUARY 5, 2022

In 2008, Eliason, as part of the team selected to address the issues, created the Twitter account @ComcastCares and began directly responding to customer complaints. Jeremy has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

NOVEMBER 14, 2017

12% growth from 2008-2018) and in some countries around the world, it is the primary driver of their economy. LinkedIn is, of course, the premier location for business-to-business contacts and communication and it has a host of resources and people to follow.

Customer Service 43

Customer Service Morale Education Call Center 43

Enghouse Interactive

MARCH 18, 2020

Its origins date from the 1980s and BBC 5 Live Wake Up To Money analysis reveals a 74% jump in the number of people working from their own home between 2008 and 2018. Home working is nothing new of course.

Technology 40

Technology Management Healthcare Contact Center 40

Xaqt

JUNE 1, 2020

Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52