Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like.

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. Technology AI call center cloud platforms contact center CTI IVR self-service technology evolution

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. Inside The Issue call center contact centerI think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

Contact Center Pipeline Magazine: Inside Our December 2020 Issue

Contact Center Pipeline

The end of 2020 marks quite a year. Inside The Issue call center compliance contact center COVID-19 data security digital transformation hiring recruiting remote work training work from home

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

23 Best virtual team building activities for contact centers

CX Global Media

The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media. Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future.

InformaTech

The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

We are finally at the end of a turbulent 2020. Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […].

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. The center is equipped with (or pursuing) technology that enables both.

2020 Contact Center Retrospective

DMG Consulting

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

InformaTech

Contact Center Pipeline Magazine: Inside Our August 2020 Issue

Contact Center Pipeline

Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […]. Inside The Issue call center contact centerIt’s summertime here in Annapolis, Md.

Contact Center Pipeline Magazine: Inside Our March 2020 Issue

Contact Center Pipeline

Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Inside The Issue call center contact centerOur first issue was published in March 2009. And as they say, the rest is history. Reflecting back to our humble beginnings, I am grateful for our core team—Steve, Susan, Frank and Mark—for all […].

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Contact Center Pipeline

That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Inside The Issue analytics call center contact center COVID-19 customer engagement customer experience empathy forecasting hybrid teams industry research Knowledge Management scheduling speech analytics work from home workforce management

Contact Center Pipeline Magazine: Inside Our April 2020 Issue

Contact Center Pipeline

Inside The Issue call center contact centerI hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

Contact Center Pipeline

Inside The Issue call center call center recruiting contact center COVID-19 Customer Service Week employee engagement leadership work from homeI love Customer Service Week.

Preventing Contact Center Agent Burnout

Contact Center Pipeline

Automation: The Contact Center’s Grocer

Contact Center Pipeline

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places.

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

Callminer

Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly.

60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. Inside The Issue call center contact centerI’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […]. Survey Results agent experience attrition automation call center contact center cross-departmental collaboration desktop tools employee engagement industry research performance management tools self-service training visibility

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

Technology AI artificial intelligence call center contact center customer experience digital channels natural language processing NLP video chat virtual agentsIn today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.

The State of the Contact Center in 2020 | Industry Report

Fonolo

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast.

Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see. Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021.

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […]. Inside The Issue call center contact center customer experience customer serviceI always look forward to the new year and the enormous promise it holds.

Contact Center Pipeline Magazine: Inside Our June 2020 Issue

Contact Center Pipeline

Inside The Issue call center contact centerThese are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

Contact Center Pipeline

Technology call center CCaaS cloud communications cloud solutions collaboration tools contact center Contact Center as a Service remote agents remote collaboration WFH work from home

Nine Innovation Styles for Contact Center Leaders

CX Global Media

Innovation Styles for Contact Center Leaders are essential in order to be an effective leader. The post Nine Innovation Styles for Contact Center Leaders appeared first on CX Global Media.

2021 Industry Expert Contact Center Predictions

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

Contact Center Pipeline

Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […]. Inside The Issue call center contact center COVID-19 WFM work from homeWhat a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true.

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

Contact Center Pipeline

Inside The Issue call center contact centerWith Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].

Contact Center Investments for Success in 2021

NICE inContact

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

5 Proven Ways to Make your Contact Center RPA Successful

TechSee

One area with tremendous potential for benefit is when enterprises implement contact center RPA. RPA in Contact Centers. A standard contact center is chock full of repetitive and dull tasks that are definitely necessary but rarely require a human level of decision making.

2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

Where Contact Centers Go from Here

Contact Center Pipeline

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?

Five Key Decisions for Buying Contact Center Technology

Contact Center Pipeline

Technology best-of-breed solutions call center technology cloud solutions contact center technology technology ecosystem technology procurement technology project scope technology sourcing UC unified communications value-added resellers VARs vendor selection

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Contact Center Pipeline

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Coaching agent development agent performance call center contact center remote agents remote coaching WAH WFH work from home work-at-hom

Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center, but in recent times of remote working, you may be struggling to assess agent performance and keep employees engaged. As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care.