Contact Center Pipeline

FEBRUARY 17, 2021

In 2012, Rolling Stone […]. The album contained the hit song and perennial wedding favorite, “We’ve Only Just Begun,” and the song that provided the Carpenters with international musical fame, “(They Long to Be) Close to You.”

Analytics 279

Analytics Contact Center Call Center Technology 279

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. The Complete Guide to Call Center Management.

Call Center 81

Call Center Marketing Management First call resolution 81

Monet Software

OCTOBER 15, 2018

For the first time in six years, the online magazine Contact Center Pipeline conducted a technology-based survey about the state of the industry. Six years is a long time given the speed at which technology changes – so how did the more than 200 contact center professionals respond this time around? Cost or Features?

Contact Center 59

Contact Center Surveys CRM Quality management 59

Balto

OCTOBER 31, 2022

Put Your Managers and Supervisors In Charge What Agents (And Leaders) Have to Say Conclusion. With contact center turnover nearing 50% year-over-year, a lot of attention is given to how and why employees leave their place of work — and not enough is given to how they begin their time in the workforce.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

NICE inContact

AUGUST 20, 2019

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! This is also true for call center systems. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

VocalCom

JUNE 16, 2020

The COVID-19 pandemic has put to the fore the importance of the contact center as a pillar of customer experience – during the height of the crisis, it became the single contact point between the brand and the customer. Want to know more about the evolution of contact centers ? Carlo Costanzia. CEO of Vocalcom.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

teleopti

OCTOBER 9, 2018

Stockholm, Nov 27: Teleopti, the global leader in Workforce Management software for contact centers, today announced their inclusion in the 2012 Gartner Magic Quadrant for Contact Center Workforce Optimization.

Contact Center 48

Contact Center contact center workforce Management 48

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

teleopti

OCTOBER 9, 2018

Teleopti, weltweit führender Anbieter von Workforce Management-Software für Contact Center Lösungen, gibt seine Aufnahme in den Gartner Magic Quadrant für Contact Center Workforce Optimization 2012 bekannt.

contact center workforce 48

contact center workforce Contact Center Management 48

Taylor Reach Group

JUNE 11, 2018

Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Below, you will find Call Center Statistics related to the various Contact Center channels. 85% of organizations anticipate contacts will become more complex in the next 2 years (Deloitte). of the vote.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Customer Service Life

OCTOBER 13, 2020

This exercise reminded me of the time when we started this blog back in 2012. And furthermore, the team I was managing expected me to lead by example and show them the way they were to treat customers. Interact with customers out on the contact center floor, in full view of your team, being an example to them.

Accountability 182

Accountability Customer Service Coaching Contact Center 182

Balto

AUGUST 3, 2022

As the global economy shows signs of recession, the Conversation Excellence Lab wanted to understand how executives are planning to shift their contact center budgets, and how they view the future of the contact center as a whole. Is the contact center a drain on resources, a necessary expense to manage customer needs?

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Call Center Weekly

JANUARY 24, 2018

For example, Dore Juvenile , winner of the ICMI Global Contact Center Award for Best Social Media Customer Care, uses Facebook live videos to teach their customers how to properly install car seats. Blogging The contact center communicates with customers all day long—via phone, email, chat, etc. Email Yes, I said email.

Education 149

Education Contact Center Customer Care Customer Experience 149

Vistio

SEPTEMBER 20, 2021

And in 2012, I decided to make the jump to the indirect or referral partner channels, where a lot of these big Gartner ranked vendors across contact center and unified communications and networking have these really robust programs that enable partners, or referral brokers, or agents to basically add value around the purchasing process.

Contact Center 52

Contact Center Technology Finance Average Handle Time 52

LiveVox

AUGUST 4, 2020

Having come on to the scene in around 2012, the varied use cases have since been well-documented. From improving customer experience and agent performance to providing business insights and managing risk, it can be a powerful and unique tool for those looking to take their contact center […].

Analytics 60

Analytics Contact Center Customer Experience Management 60

Serenova

JUNE 20, 2019

We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. Performance management tools can help here.

Contact Center 40

Contact Center Gamification contact center solutions Benchmark 40

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Taylor Reach Group

MARCH 6, 2020

The questions addressed in this post are how we keep ourselves safe and healthy, and how can we prepare and continue to operate our contact centers in the face of a rising pandemic; for if it isn’t COVID-19 it will be something else. ”[ source ] 2012 to 2019 MERS infected over 2,500 people and killed 862.

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Taylor Reach Group

MAY 11, 2018

Consolidating Contact Centers. Organizations today look across their customer-facing organization and see a cluster of Call Center or Contact Center activities: sales, technical support, customer service, returns, billing, collections etc. How will you manage the Centers’ workforce? By: Colin Taylor.

Call Center 104

Call Center Interactive Voice Response Real estate Contact Center 104

TASKE Technology

APRIL 11, 2013

Last month, we went to New Orleans, Louisiana to attend the Healthcare Information Management Systems Society (HIMSS) annual conference and exhibit. HIMSS is a nonprofit organization that promotes the best use of information technology and management systems in the healthcare industry.

Healthcare 40

Healthcare Contact Center Self service Technology 40

Outsource Consultants

AUGUST 16, 2019

Outsource Consultants is a call center referral and advisory firm that helps companies find the best high-performing outsource call centers and cloud-based contact center solutions. based call centers. took home the National Magazine Award for General Excellence in both 2014 and 2012.

Consulting 104

Consulting Consulting outsourcing Call Center 104

Ian Jacobs

SEPTEMBER 6, 2016

Dimension Data reports that 83% of companies view the contact center as a competitive differentiator, up 30% since 2012. Read more Categories: contact center; CRM; customer service; workforce optimization; speech analytics; WFO; workforce management; metrics.

Customer Experience 48

Customer Experience CRM Analytics Contact Center 48

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NobelBiz

FEBRUARY 23, 2023

Small and medium-sized contact centers, in particular, may find this burdensome. CPaaS solution is a popular option nowadays since it provides several advantages to enterprises and contact centers. Businesses and contact centers of all sizes may benefit from the power of cloud communication at a low cost this way.

Telecommunications 52

Telecommunications APIs Contact center software Contact Center 52

NICE inContact

JULY 25, 2019

Check out these five tactics to retain your top call center agents: 1) Recognize Your Agents. Recognition via a performance management program in the workplace can fulfill that need and keep employees around longer. Avoiding job boredom in the contact center is crucial to keeping them around.

Call Center 56

Call Center Gamification Coaching Surveys 56

Joe Rawlinson

AUGUST 9, 2017

Use customer relationship management software to apply analytics to your own customers and extend personalized offers based on their behavior. Use social media channels to keep in touch with your customers and stay engaged. Add Value by Utilizing Technological Innovations.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Balto

JUNE 23, 2022

A quick search for “contact center scripts” yields thousands of results aimed at teaching managers the best practices for enforcing script adherence. Though scripts are a cornerstone of contact centers, they have not advanced at the same pace as other industry technologies. What does this mean for contact centers?

Scripts 52

Scripts Coaching Contact Center Surveys 52

ShepHyken

NOVEMBER 28, 2022

CEOs can potentially serve as important customer service reps in complementary roles to frontline customer service, sales, and customer experience management personnel. He has more than 20 years of experience as a customer service and contact center professional leading high-performing teams.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

Noble Systems

DECEMBER 18, 2018

Conventional motivational tactics are no longer effective, whether you manage an enterprise or contact center sales organization. A recent study conducted by CSO Insights, says that sales goal attainment across geographies and industries dropped from 63% in 2012 to 53% in 2016.

Gamification 75

Gamification Sales Contact Center Business Process Outsourcing 75

Revation Systems

JUNE 15, 2020

1% Fairview Health Services has notably improved the contact center's abandonment rate (now at less than 1%). Revation has shown the flexibility and enthusiasm we need to take our transfer center to the next level.” In 2012, Fairview Health Services began searching for a more efficient patient transfer solution.

Healthcare 62

Healthcare Abandon rate call center solutions Education 62

Fonolo

JULY 31, 2018

Established in 2012, Payless Furniture processes over 5,000 furniture deliveries every month for customers across the United States. Its New York-based call center is supported by 10 customer service representatives who manage inquiries related to purchases, sales, claims, deliveries, and general customer service questions.

Abandon rate 52

Abandon rate Customer Experience Call Center Enterprise 52

Clarabridge

AUGUST 1, 2018

Beginning with a limited availability roll out, selected brands using CX Social , our dedicated social media management product, can now extend their customer service by communicating with their consumers via WhatsApp messaging. According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012.

Customer Service 61

Customer Service Analytics Self service Contact Center 61

NICE inContact

OCTOBER 3, 2016

If a call is going long during a particularly busy time, it’s up to the Contact Center Manager, or Floor Supervisor, to assign more people to calls rather than to encourage an employee to end a call early… The record that Weinstein broke was set by Mary Tennant in 2012 at nine hours, 37 minutes.

Contact Center 82

Contact Center Call Center Customer Care Surveys 82

Taylor Reach Group

DECEMBER 14, 2021

They were founded in 2012. In the Contact Center as a Service (CCaaS) marketplace specifically, there are several strong offerings available. In many of these very large organizations there can be hundreds of people connected to the Contact Center and customer experience outcomes. minutes on average.

Contact Center 76

Contact Center Technology Entertainment Consulting 76