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

Contact Center Pipeline

APRIL 14, 2016

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. This conference is dedicated to workforce management, which […]. 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.

Management 100

Management Contact Center Call Center 100

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

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

SharpenCX

OCTOBER 17, 2017

Your management team is the cornerstone on which your business is built. An effective, creative, and experienced management team will result in a well run, highly supported contact center with agents who are fulfilled and satisfied with their work.

Contact Center 52

Contact Center Contact center software Management Surveys 52

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

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

MARCH 30, 2016

Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and senior-level executives due to reshoring, findings from TeleManagement Search’s 2016 annual salary report revealed that base salaries for these functions have remained relatively flat, says (..)

Multichannel 100

Multichannel Management Contact Center Analytics 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. Read Next] Empathy starts with you, manager.

Contact Center 128

Contact Center Coaching Scripts Average Handle Time 128

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!). Lesson 1: CX Management, CX Management, and More CX Management! Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age.

Contact Center 80

Contact Center Gamification Call Center Self service 80

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

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on.

Management 90

Management Construction APIs Chatbots 90

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

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

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

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

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

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

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. Call Center Workforce Statistics. Cloud contact centers may be more reliable. A surprising number of call centers are headquartered in the U.S. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 71

Contact Center Multichannel Self service Surveys 71

NICE inContact

DECEMBER 14, 2016

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.

Contact Center 55

Contact Center Technology Management contact center solutions 55

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

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Published on: January 12, 2017. What do the findings mean for companies?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

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

Contact Center Pipeline

DECEMBER 27, 2016

In 2015, Pipeline Publisher Linda Harden hosted the first session of Executive Talk interviews at the Northeast Contact Center Forum’s (NECCF) annual conference at Gillette Stadium, just outside of Boston. In these brief conversations, Linda speaks with a variety of contact […].

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

DMG Consulting

MARCH 8, 2019

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market. The past year was excellent for the cloud-based contact center infrastructure (CBCCI) market. The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud.

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 21 March 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

teleopti

OCTOBER 9, 2018

Teleopti, a global leader in workforce management software for contact centers, will attend and present at the 2016 North East Contact Center Forum (NECCF) being held in Foxborough, MA at Gillette Stadium on June 14, 2016.

Contact Center 48

Contact Center Management 48

Contact Center Pipeline

APRIL 6, 2017

In 2016, Business Insider UK wrote that the most powerful tech companies think chatbots are the next best thing since the iPhone. Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service.

Chatbots 100

Chatbots Contact Center Customer Support Customer Service 100

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

NICE inContact

AUGUST 2, 2016

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly. Momentum’s solution portfolio includes: Best-in-class Voice and Contact Center Software.

Contact Center 48

Contact Center Contact center software Technical Support Benchmark 48

Vonage

JULY 22, 2016

And for many of us working in the world of contact centers, we give a lot. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Change management for recently deployed technology.

Contact Center 0

Contact Center Gamification Morale Technology 0

Jive

AUGUST 9, 2018

Digital assistants and chatbots are changing the way that contact centers and customer support operate. Contact Center Attrition. call center turnover rates vary between 30 to 45 percent , well above the national average of 15.1 That’s because AI technology does more than put a bandaid on a contact center problem.

Contact Center 75

Contact Center Chatbots Employee engagement Customer Support 75

DMG Consulting

JUNE 7, 2017

DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Contact Center Pipeline

MAY 22, 2018

It doesn’t seem that long ago that managers were contemplating whether Bring Your Own Device (BYOD) policies made sense for the workplace. In fact, a 2016 poll conducted by Service Agility and Contact Center Pipeline found that 42% of contact […].

Contact Center 100

Contact Center Management Call Center Technology 100

Talkdesk

OCTOBER 11, 2016

Dreamforce 2016 was a whirlwind adventure jam packed with great conversations, captivating speaking sessions and a few amazing giveaways. Contact center supervisors can also take advantage of SMS reporting in both Talkdesk Live and Salesforce historical reports/dashboards. Not using Talkdesk for Salesforce yet?

Contact center software 40

Contact center software Contact Center Customer Service Management 40

DMG Consulting

APRIL 4, 2017

Cloud Solutions Are Rising in the Contact Center. The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems.

Contact Center 59

Contact Center contact center solutions Enterprise Business Process Outsourcing 59