Contact Center Pipeline

DECEMBER 30, 2015

It has been an exciting year at Pipeline with the launch of our blog. As 2015 comes to a close, we’d like to look back at our 10 most popular posts of the year. We asked that question in a recent poll on Contact Center Training. Do Frontline Agents Receive Enough Ongoing Training? The majority […].

Contact Center 100

Contact Center Customer Care Call Center Customer Experience 100

Fonolo

OCTOBER 18, 2017

Last month we shared 4 Call Center Reports Worth Your Time. A top mission of the Fonolo blog has always been to help you stay informed with the fast-moving contact center industry. Who wrote it: Call Center Week. Other key measures include demeanor (71%) and customer feedback (65%). Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. Blog faces-customer-experience faces of customer experience'

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Avaya

MAY 4, 2016

Using the latest services and solutions paves the way to guaranteed customer retention and loyalty. One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA).

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. The latest version of Verint Performance Management became generally available in November 2015. Verint ® Systems Inc.

Gamification 45

Gamification Management Analytics Metrics 45

CSM Magazine

JANUARY 11, 2016

Here are five tips to help you use social media to take your customer service to the next level. Contact centers can no longer be viewed simply as cost centers. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

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.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64