ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. Sure, they are common sense – but, unfortunately they are not always so common.

Customer Service 257

Customer Service Chatbots Metrics Contact Center 257

CX Global Media

AUGUST 14, 2018

Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Contact Center Agent to Supervisor Issues. Nowhere is this job change more evident than in the contact center. CLICK HERE for large image.

Contact Center 180

Contact Center Call Center Coaching Surveys 180

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

ShepHyken

NOVEMBER 14, 2016

Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. That stat probably applies to other social channels as well. Check out this article that expand on this information and more.

Customer Service 318

Customer Service Customer Care Contact Center Customer Support 318

Call Center Weekly

NOVEMBER 9, 2017

Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Note, Brad’s responses have been lightly edited and condensed for clarity.

Contact Center 149

Contact Center contact center associations Banking Education 149

CX Global Media

JUNE 27, 2017

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. Fraud in call centers increased by 113% in 2016. In 2016, that number jumped to 1 in 937, an increase of 113%.

Contact Center 159

Contact Center Call Center Interactive Voice Response Banking 159

Spearline

JUNE 1, 2021

“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The future of the Contact Center.

Contact Center 98

Contact Center Telecommunications industry standards Analytics 98

Contact Center Pipeline

JULY 6, 2016

I have always enjoyed reading articles about high-performing contact centers, and over the years at Pipeline, we’ve published quite a few as well. One thing that these centers have all had in common is the belief that culture is the driving force behind much of their success.

Contact Center 100

Contact Center Journey mapping Call Center 100

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

Global Response

MARCH 18, 2022

Omnichannel contact centers: the evolution of customer communication. Or, for some companies, the majority of contacts come over the phone. What is an omnichannel contact center? Keep reading to understand the different types of contact centers. Omnichannel contact center services.

Contact Center 71

Contact Center Call Center Best practices contact center solutions 71

Contact Center Pipeline

JUNE 23, 2022

I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”

Analytics 147

Analytics Consulting Consulting Contact Center 147

Fonolo

NOVEMBER 21, 2017

It’s been a very busy year for acquisitions in the contact center space. Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

Ansafone

MARCH 23, 2020

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!

Contact Center 71

Contact Center Call Center 71

Contact Center Pipeline

DECEMBER 23, 2016

The following were the 5 most-read Quick Tips in 2016. These are tried-and-true practices that have proven successful for the provider, and which can be implemented across a large variety of operations. Quick Tip: Promote Agents with the Right […].

Quality management 100

Quality management Feedback Contact Center Call Center 100

Callminer

JULY 11, 2016

The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. This year’s #CallCenterWeek (CCW) in Las Vegas, NV showcased what is becoming increasingly clear: Customers expect service on their own terms whenever they need it, in whatever digital […].

call center professionals 140

call center professionals Education Call Center Customer Service 140

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Active Contact Resolution. Metrics aren’t everything.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Contact Center Pipeline

OCTOBER 3, 2016

Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative.

Contact Center 100

Contact Center Technology Employee engagement Call Center 100

Contact Center Pipeline

SEPTEMBER 6, 2016

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

Contact Center Pipeline

AUGUST 2, 2016

cover so many topics this month that make a difference in the culture of our center with our employees and customers. I love our August issue.We There really are ways that we can impact the quality of the workplace experience and this month we talk about ways to do that. I hope you find an […].

Contact Center 100

Contact Center Call Center 100

NICE inContact

OCTOBER 28, 2016

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

NICE inContact

AUGUST 30, 2016

While you are surrounded by colleagues, product experts and industry peers, you will expand your knowledge of inContact solutions, develop your technical training skills and learn contact center best practices. Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Contact Center Manager.

Customer Experience 78

Customer Experience Best practices Contact Center Feedback 78

Contact Center Pipeline

APRIL 14, 2016

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which […].

Management 100

Management Contact Center Call Center 100

ShepHyken

JULY 19, 2022

Utilizing customers to help other customers does not displace traditional contact center workers. Her passion for “customer & client first” and her constant drive for innovation led her to co-found Limitless in 2016. However, they are sometimes undervalued instead of rewarded for the important work they do.”

Contact Center 314

Contact Center Customer Support Customer Service Customer Experience 314

Contact Center Pipeline

DECEMBER 22, 2016

As we approach the close of another year on the Pipeline blog, we wanted to take a quick look back to see which posts were most popular among contact center professionals. The topics ranged from a debate on the value of NPS in the contact center, to how to proactively welcome callers, to omnichannel strategies […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

SharpenCX

SEPTEMBER 25, 2020

But with the right training and encouragement, most contact center agents can become effective and efficient communicators. Positive experiences with a contact center agent go a long way. Here are five contact center communication skills every agent should master. Making a good first impression.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

HireIQ

MAY 24, 2016

According to its survey of 277 contact center operators, leading analyst firm Strategic Contact concluded that high attrition is the number 1 issue facing them in 2016. One solution would be to turn over the reigns of agent hiring directly to contact center management – cut out the middle man.

Contact Center 40

Contact Center Coaching Analytics Surveys 40

SharpenCX

MAY 27, 2021

So today, let’s dive in on what customer service research reveals as the top three priorities for contact centers this year. Today’s strongest contact centers meet the omnichannel expectation. are re-imagining automation and IVR to reduce contact center costs and provide better self-service tools. .

Contact Center 67

Contact Center Customer Service Interactive Voice Response Chatbots 67

Babelforce

MARCH 9, 2022

But despite this growing movement to the cloud some contact centers are still running on legacy on-premises software that stunts the customer experience. In this post: What is a cloud contact center? What is a cloud contact center? How can the cloud improve customer experience? Scale quickly and easily.

Cloud contact 52

Cloud contact Contact Center Customer Experience Entertainment 52

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Contact Center Pipeline

OCTOBER 15, 2015

I recently came across some notes that I took at a conference session on contact center management challenges. The top three challenges that contact center leaders said they struggled with were: getting people to show up for work, senior management’s lack of understanding about […].

Contact Center 100

Contact Center Management Call Center 100

Balto

SEPTEMBER 16, 2022

In our most recent report on how to recession-proof your contact center, we found that executives who viewed their contact center as a waste of resources had nearly 3x the agent churn compared to those that did not, as well as lower NPS and CSAT scores across the board. Value perception (1-5) vs. agent churn rate.

Contact Center 52

Contact Center Real estate Business Process Outsourcing Transportation 52

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Digital channels now account for 42% of all contact center interactions. What you can do: Establish an omnichannel strategy.

Benchmark 40

Benchmark Contact Center Banking Accountability 40

Contact Center Pipeline

MAY 3, 2016

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They won’t waste your time trying to sell you a bunch of other products you don’t really need. based customer service. Here to help. Not to sell. Hmmm… interesting strategy. All […].

Contact Center 100

Contact Center Personalization Customer Service 100

Fonolo

JANUARY 15, 2019

This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!). It was expected that, by 2016, 89% of companies would be competing solely on the basis of customer experience alone (a 53% spike from four years prior).

Contact Center 80

Contact Center Gamification Call Center Self service 80

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

Contact Center Pipeline

DECEMBER 28, 2016

This year, we began publishing those columns on our blog to help spread the word about these outstanding contact centers, leaders and […]. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100