Contact Center Pipeline
JUNE 2, 2021
The post Contact Center Pipeline Magazine: Inside Our June 2021 Issue first appeared on Contact Center Pipeline Blog. I think these strategies will continue to be a part of our culture moving forward. We may not maintain pandemic levels of virtual teams, […].
Contact Center Pipeline
DECEMBER 2, 2021
Contact Center Pipeline had a very good 2021. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. I […].
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CCNG
DECEMBER 16, 2020
In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year. Here again, I believe 2021 will bring significant interest in supporting work from home agents and also in security requirements that go with that.
Contact Center Pipeline
JANUARY 5, 2021
Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I hope the new year brings much health and happiness. This is an exciting month.
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. Implementation Strategies for 2021. January 7th, 2021 at 1pm CT Technology.
Contact Center Pipeline
JANUARY 27, 2021
Your contact center made it through 2020. Last year compressed five years’ worth of digital transformation, work-from-home initiatives, and massive customer contact volumes into just nine months. Here are seven contact center New Year’s resolutions to help you get started in 2021. Congratulations!
Contact Center Pipeline
JANUARY 28, 2021
Welcome, 2021! Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. As Einstein once […].
Speaker: Derek Roberti, VP Technology, Cognigy
Is AI about to take over contact centers entirely? 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 to: Enable cost reduction, performance improvement, and new possibilities for customer communication.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.
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In 2021, these figures increased further, with 79% of respondents using remote working (which includes hybrid home-office working), and 4% trialing it. In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations.
Speaker: Brian Morin & Helena Chen from SmartAction
2021 has not shaped up to be the live agent apocalypse predicted 5 years ago. However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. This webinar will cover: Why it’s important for contact centers to understand and practice customer empathy.
Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction
Join our most densely packed informational webinar where we discuss the secret sauce behind great speech technology in the contact center –> how NLU augments speech recognition for the highest accuracy possible since speech is never 100% right. January 13, 2021 at 11:00 am PST, 2:00 pm EST, 7:00 pm GMT.
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