Contact Center Pipeline
JANUARY 4, 2022
Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […]. This is an exciting month.
Contact Center Pipeline
DECEMBER 2, 2022
Contact Center Pipeline had a very good 2022. 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
JUNE 8, 2022
If this is the case for your contact center, the Hire Dynamics’ Contact Center Advisory Council has created a short list of the newest tools – and trends – it has determined will be of best use for contact center operations in 2022 and beyond. Customized modern performance management systems ? ? ?These
Spearline
JUNE 2, 2022
It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
Somewhere in a global contact center, there is an agent who has spent the last 8 hours answering questions from disgruntled customers. August 17th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST On the other side of the world, another agent is conducting surveys and can’t seem to keep a caller on the line.
Contact Center Pipeline
APRIL 4, 2022
Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t. I thought it would take us a few months, COVID would be under control and life would resume back […].
Hodusoft
FEBRUARY 9, 2022
Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. Contact Center Technology Trends in 2022.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. September 8th, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm GMT They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. Agent assist technologies can support the agent.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST. The importance of efficiency when onboarding and training agents.
Speaker: Kate Nasser, The People Skills Coach™
Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. June 2nd, 2022 at 9:30 am PDT, 12:30 pm EDT, 5:30 pm BST
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?
Speaker: Rana Gujral, CEO at Behavioral Signals
But are your contact center practices able to grow with a customer’s experience? With automation, your contact center won’t just survive, it will thrive. In this webinar, you will learn: How AI can transform your contact center with real, actionable insights. 4th Edition State of the Connected Customer
Speaker: Gary Davis, SmartAction CEO
Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. April 20th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. How automating a customer service call isn’t as simple as using a script from a human interaction.
Speaker: Brian Morin & Helena Chen from SmartAction
Enter a conversational AI solution for your contact center. February 23rd, 2022 at 9:30 am PST, 12:30 pm EST, 5:30 pm GMT Self-service is on the rise. More and more customers are looking to solve their own issues without human intervention. What the intelligent front door experience looks like in a live demonstration.
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As contact center needs and pain points have evolved, so have contact center buying processes. This guide covers: Omnichannel & Inbound.
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