Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Our first issue was published in March 2009. Inside The Issue call center contact center

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

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In Times of Crisis, Contact Center Agents Must Practice Mindfulness

DMG Consulting

We’ve dealt with epidemics before—including the H1N1 pandemic in 2009, which gave us a scare—but never in any of our lifetimes have we confronted a pandemic of this magnitude, where the primary mechanisms for mitigating its consequences are social distancing and self-quarantine.

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

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.

11 Contact Center Technologies to Boost Customer Satisfaction


Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Contact Centers appreciate: Enchant enables better collaboration of support teams making sure nothing falls through the cracks.

Preparing For a Pandemic with Ansafone Contact Centers!


Besides the SARS Epidemic of 2002-2004, H1N1 Influenza Pandemic of 2009, and Ebola Epidemic of 2014-2016 in more recent years, we, unfortunately, are dealing with one in 2020! An outbreak of a serious disease that has grown out of … Preparing For a Pandemic with Ansafone Contact Centers! Read More » The post Preparing For a Pandemic with Ansafone Contact Centers! appeared first on Ansafone Contact Centers. 24-7 call center Ansafone

Scouting Report: Robots Are in Your Contact Center’s Future

DMG Consulting

Scouting Report: Robots Are in Your Contact Center’s Future. DMG initiated coverage of DA in 2009 when we issued our first report on what was an emerging IT sector at the time. It offers RPA solutions for contact centers and back offices. This vendor sells an RPA solution, Cicero Automation, and a DA solution, Cicero Insight, for contact centers and back-office functions. Thank you for your interest in DMG Consulting’s publications.

Social Customer Service… Then and Now

Contact Center Pipeline

World,” June 2009). Social Customer Care call center contact center social customer service user experienceSocial customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0

Site Selection for Your Contact Center

Taylor Reach Group

Finding the near perfect place to put your new Call Center or Contact Center can be a daunting task. In this post, I am going to explain what to do in terms of selecting the site location of your Contact Center. The boss has just asked you to head up the search for a new location for your Contact Center. If salary cost was king we all would have off-shored our Call Centers long ago.”. Infrastructure is critical to Call Center operations.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels. Social Customer Care call center contact center social customer care

Opentalk 2017: Five Trends That Will Make You Rethink the Contact Center Experience


Five Trends That Will Make You Rethink the Contact Center Experience. In this session, Gadi and Todd cover five important contact center trends: 1. This philosophy served Zappos so well they sold the company to Amazon for $928 million in 2009. Call Center Opentalk

How Vivino Set Up Their Contact Center in a Day: It was Simple


Vivino has been at the center of the movement to digitalize the wine industry since it was founded in 2009, taking the wine-buying experience mobile with an app that allows for image recognition, community reviews and intelligent behavior monitoring. Blog Call Center Talkdesk

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

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. Along the way, we struggled to rename the company, originally called International Customer Contact Solutions Corporation.

The Lowdown on Downloads: 3 Customer Service Apps to take on your Summer Travels


Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday. How can call centers improve customer interactions during the most important weekend of the year?

Adapting to the COVID-19 Pandemic: Transparent BPOs Story

Transparent BPO

Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment. Contact Center Closures. Ensure contact center business continuity during the pandemic.



Recently, the company has provided ready-to-use HoduCC – Contact Center Software to SHOPTOMYDOOR – A Leading Freight Forwarding Company in Nigeria. The Company was registered at Nigeria in 2009. Technical call center software contact center software

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The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

The call centers wouldn’t let us get involved at the agent level. ” We felt we found a void in the market and knew this type of center was one we wished we could have found to work with. What we wanted to do was open a center that had transparency at the core.

The Avaya-Mitel Tie-up: Ghost of Nortel Comes Home


Avaya’s core call center business was the result of an acquisition of Nortel assets, following the latter’s bankruptcy in 2009. While the Canada angle is entertaining, the impact of a Mitel-Avaya merger would have very material affects on the contact center world.

FCC Seeks to Combat Illegal Spoofed Texts & International Calls


The Truth in Caller ID Act of 2009 prohibits anyone from transmitting misleading or inaccurate caller ID [ ] The post FCC Seeks to Combat Illegal Spoofed Texts & International Calls appeared first on NobelBiz®. Press Release Telecommunications Contact Centers FCC International Calls Regulations Spoofed TextsWASHINGTON, February 14, 2019—The Federal Communications Commission today proposed rules banning illegal spoofed text messages and international calls.

HODUSOFT’S CLIENTELE BECOMES LARGER WITH Wapic Insurace – A Leading Insurance Company in Nigeria


Recently, the company has provided ready-to-use HoduCC – Omnichannel Contact Center Software to Wapic Insurance – A Leading Insurance Company in Nigeria. The Company was licensed in Ghana in 2009 and commenced business on 27th April 2009 to underwrite General Insurance. HoduSoft offers HoduCC – Omnichannel Contact Center Software , the finest in custom designed FreeSWITCH based Contact Center Software for global business.

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Power Countless Customer Experiences with inContact

NICE inContact

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Why optimizing your workforce is an essential requirement for the contact center.

What’s the Deal with Air Canada?


It’s a real-time aggregator of Twitter public outcries from customers being put on hold, and it reveals Air Canada’s less than shiny reputation for customer service at their contact centers. How to Reduce Contact Center Costs AND Improve Customer Service.

The Benefits of Wearable Technology in 2020

Revation Systems

In addition to the introduction of HIPAA in 1996, the Health Information Technology for Economic and Clinical Health ( HITECH ) Act of 2009 was designed to address the privacy and security concerns associated with the electronic transmission of health information.

SEO and Marketing Powerhouse Boostability Chooses Talkdesk to Power Customer Service


Established in 2009, Boostability was founded on a simple business model: to create affordable and effective SEO for the small business marketplace. Frustrated by their previous provider’s service interruptions, poor support, and data reporting that was inconsistent and unreliable, Boostability chose Talkdesk to alleviate these system shortcomings and support its customers with an easy-to-use and agile contact center solution in the cloud, backed by a 100% Uptime Service Level Agreement.

Dallas: A City with a Mission Statement and Humming with Inspiration


In 2009, for example, a bronze statue of civil rights pioneer Rosa Parks was unveiled at the Rosa Parks Plaza, located in downtown Dallas. Voice of the Customer Contact Centers Voice of the Customer Analytics Customer Satisfaction Customer Service Customer Experience customer engagement optimization Call Centers Engage customer engagement customer focus contact center call center customer awards workforce engagementEngage18: On The Inside.

Industry Voices on Avaya’s Next Move


As the behemoth of the call center industry, with $3B in revenue and 150,000 customers, whatever this move will be, it will have broad repercussions. How to Prepare Your Call Center for a Crisis: Black Friday and Cyber Monday.

Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool


The Guest Education Centre is a call center that focuses on “product education” rather than sales. 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.

Why You Need More Breaks During the Holidays

Toister Performance Solutions

I've lost count how many times angry customers yelled that at me when I was working in retail, first in a clothing store and later in a call center. When I managed a contact center, a lot of off-the phone work would pile up while we were deluged with customer calls.

How working from home changed the way I help others


In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Sharon got her start in the contact center world shortly after attending University of Florida.

Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 In my work with customer contact centers across a wide range of industries, the same types of trends hold true when customer service representatives use The Quality Conversation.

5 Ways to Apply AI and Win Back Business

CSM Magazine

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand.

Founder of Customer Services Audit, and Creator of Snapshotz™ Online Makes Guest Appearance

Taylor Reach Group

Since establishing Snapshotz™ Online in 2009, the Contact Center audit tool has become the largest single database of contact center best practices on the planet! Today more than 2100 centers have completed a Snapshotz™ audit. Snapshotz™ has evolved from simply a benchmarking tool, to becoming the certification authority for 5 national contact center organizations and today hundreds of centers are certified each year by Snapshotz™ certified auditors.

SmartAction Responds to Aggressive Adoption of its AI Virtual Assistant Solution for Call Centers, Appoints Brian Morin as Chief Marketing Officer


With AI adoption within contact centers at an all-time high, the Los Angeles based company is prepared to scale its impact as the market searches for omni-channel automation approaches to offload the conversations handled by live agents today.

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Global Financial Tech Company Taulia Counts on Talkdesk to Deliver Exceptional CX


They were founded in 2009 with a simple mission—create a world where every business thrives through free cash flow. Talkdesk provides insights which help us plan for coverage and reporting and analytics needed to run our contact center more efficiently,” explained Vanessa.

Customer Service Predictions for 2018

CSM Magazine

It is important for all customer channels ranging from the contact center, websites and apps to be reactive enough to address any of these issues proactively. Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato.

Customer Service Fast Facts

TMP Direct

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.

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. For some clients email eventually surpassed phone as the primary contact method.