Unexpected Lessons from the 2020 Contact Center
Contact Center Pipeline
JANUARY 19, 2021
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 Pipeline
JANUARY 19, 2021
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.
CCNG
MARCH 12, 2021
Today's consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group's State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic.
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Contact Center Pipeline
JANUARY 6, 2020
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 […].
Contact Center Pipeline
SEPTEMBER 12, 2019
That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].
Speaker: Jim Rembach, Editor in Chief, CX Global Media
Most contact center leaders view the touchpoint from agent to customer as the most important. The touchpoint from contact center leaders to their employees has become essential in order to introduce these new technologies as a form of empowerment rather than a total replacement.
Contact Center Pipeline
FEBRUARY 5, 2020
Welcome to the February issue of Contact Center Pipeline. The best way to show your customers some love… provide an amazing customer experience! I’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.
CCNG
MARCH 16, 2022
Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. In 2020 during a world pandemic, we had the crazy idea to start our own podcast.
Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact
Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Why does my contact center need to adopt AI now?
Speaker: Laura Sikorski, Contact Center Consultant
Your Contact Center today is truly an Interactive Engagement Center and the most customer-focused area in your organization. Your company is judged on how your staff relates to your customers on all channels. How do you go beyond reports to measure your customer satisfaction and business profitability?
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