Contact Center Pipeline

MAY 2, 2017

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we address many of the issues contributing to our experiences and successes.

Contact Center 157

Contact Center Customer Experience Call Center 157

Contact Center Pipeline

NOVEMBER 2, 2017

Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers. It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude.

Contact Center 138

Contact Center Technology Call Center 138

ShepHyken

JUNE 28, 2019

In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 275

Contact Center Self service Banking Airlines 275

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Contact Center Pipeline

MAY 11, 2017

High agent turnover has been a leading source of frustration in contact centers for decades. As Pipeline readers may recall from the Contact Center Challenges & Priorities for 2017 survey findings […].

Contact Center 178

Contact Center Surveys Technology Call Center 178

ShepHyken

JANUARY 16, 2017

5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Experts Share Their Top Choice for 2017 Contact Center Technology by Hagai Shaham. For information contact or www.hyken.com.

Customer Service 218

Customer Service Customer retention B2C Contact Center 218

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come. What does this mean for your contact center?

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

Contact Center Pipeline

MAY 17, 2018

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates. What came out on top? Hiring, training and retaining agents.

Contact Center 154

Contact Center Surveys Call Center 154

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Omni-channel. Self-service. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Talkdesk

SEPTEMBER 10, 2020

This rise of at-home agents, coupled with an increase in new contact center agents, has raised concerns over information security. According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received. appeared first on Talkdesk.

Engineering 109

Engineering Contact Center At home agents Call Center 109

Contact Center Pipeline

SEPTEMBER 6, 2017

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. More than Hurricane Katrina and Hurricane Sandy, combined.

Contact Center 157

Contact Center Personalization Call Center 157

Contact Center Pipeline

DECEMBER 29, 2017

For 2017, not surprisingly, the emphasis was on people-centric topics. The end of December is a great time to reflect on the past year. It’s also a time when I like to dip into our blog statistics to see which topics appealed most to readers. Among the articles published on artificial intelligence, the chief concern […].

Metrics 140

Metrics Sales Contact Center Call Center 140

Contact Center Pipeline

FEBRUARY 2, 2017

February also brings a special issue of Contact Center Pipeline. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and appreciation to your follow co-workers, friends and family. It is chock-full of insights on a wide-range of topics. Here is what […].

Contact Center 100

Contact Center Feedback Call Center Management 100

Contact Center Pipeline

JULY 6, 2017

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the Vice President of the Global Service Cloud Practice for Bluewolf, an IBM Company. In May, Bob received the ICMI Lifetime Achievement Award. In his interview, Bob shares with us his passion […].

Contact Center 100

Contact Center 100

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service Contact Center Benchmark Big data 198

TRUSTID

DECEMBER 28, 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. Investing in your contact center — Nothing is more important to the success of your contact center than the service you provide to your customers.

Contact Center 50

Contact Center Banking Wireless Call Center 50

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. What’s New in 2017? This goal increased in importance in 2017, and though not sexy, it can pay great dividends.

Contact Center 48

Contact Center Customer retention Analytics Self service 48

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. And I ought to know.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

Fonolo

JANUARY 20, 2022

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. Industry Report: State of the Contact Center 2022.

Contact Center 81

Contact Center industry standards Interactive Voice Response Call Center 81

Customer Relationship Metrics

JULY 26, 2017

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious. Doing things the popular way in the contact centers no longer works.”

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Contact Center Pipeline

DECEMBER 27, 2017

Here are five of the most important victories for K-12 connectivity in 2017. In 2017, many states around the U.S. That cost is now only $4.90, and has dropped 30% from 2016 to 2017 alone. The post The 5 Biggest Wins for School Connectivity in 2017 appeared first on EducationSuperHighway.

Government 159

Government Education 159

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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. When: Today, 7 June 2017. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG Consulting Releases 2017 Contact Center Gamification 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. What: Releases 2017 Contact Center Gamification Product and Market Report.

Gamification 48

Gamification Consulting Consulting Contact Center 48

ShepHyken

FEBRUARY 20, 2017

21 Ways to Increase Motivation and Engagement with Contact Center Employees by Michael Becker. The title of this article indicates that it is focused on contact centers, which it is. But, even if you aren’t in a contact center, this is definitely worth taking the time to read. Follow on Twitter: @Hyken.

Customer Service 211

Customer Service Finance Contact Center Personalization 211

Taylor Reach Group

AUGUST 29, 2017

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Contact Center Nation – Mid Atlantic Fall Event – Reston Virginia – September 13. Preparing Tomorrow’s Contact Center TODAY.

Contact Center 48

Contact Center Call Center Customer Experience Journey mapping 48

Contact Center Pipeline

OCTOBER 3, 2017

The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference. I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. What an appropriate theme […].

Contact Center 113

Contact Center Customer Service Call Center 113

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

ShepHyken

MARCH 27, 2017

(Callminer) From hiring for the right fit to effective training, motivating and engaging your team, workforce management, and more, we’ve rounded up 101 tips and sage advice from some of the most influential leaders in call center management, leadership, customer service, and more. My Comment: This is a HUGE list of 100 tips.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

Revation Systems

SEPTEMBER 14, 2017

Is your contact center concerned about the increasing need to satisfy growing consumer demand for seamless, omni-channel communications? Connect with us at Booth #722 to discuss how our cloud-based contact center solution can virtualize your contact center — helping to eliminate capital expenditures and lower operating expenses.

Contact Center 48

Contact Center contact center solutions Cloud contact Customer Service 48

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). The post 5 Top Customer Service Articles For the Week of May 8, 2017 appeared first on Shep Hyken. A Quality Perspective From a Recent Flying Experience by Jeremy Watkin.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Contact Center Pipeline

JUNE 2, 2017

I attended the ICMI Conference and Expo in Orlando, Fla., It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one […].

Contact Center 100

Contact Center outsourcing Chatbots Surveys 100

Contact Center Pipeline

APRIL 4, 2017

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning. Sure, that means physically […].

Contact Center 100

Contact Center Call Center 100

Aspect

JUNE 5, 2018

Just a month and a half ago, Aspect president Chris Koziol made an unconventional proclamation to the Aspect Customer Experience event in Las Vegas: The contact center has got its mojo back. You may ask yourself, “what is mojo anyway and does my contact center really need it in the first place?”. Hell yes, it does.

Contact Center 73

Contact Center Surveys Analytics Customer Service 73