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Top Seven Call Center Software Requirements for the “Now Normal”
Contact Center Pipeline
APRIL 28, 2021
Contact Center Pipeline
Artificial Intelligence—The Post-Pandemic Contact Center Superhero
Contact Center Pipeline
APRIL 27, 2021
I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them. But as far as being entertained by them, I’m not.
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Three Steps to Acing AI-Human Interactions
Contact Center Pipeline
MAY 13, 2021
In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.
Turning Disruption into Opportunity
Contact Center Pipeline
MAY 12, 2021
For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently.
Why Is Patient Engagement Important? | Frontline Group
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Where Does AI Fit in Your Contact Center Strategy?
Contact Center Pipeline
MAY 11, 2021
Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years.
Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond
Contact Center Pipeline
MARCH 25, 2021
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years.
Are There Better Ways to Staff the Contact Center?
Contact Center Pipeline
APRIL 7, 2021
Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Some of these ideas come from things they hear from peers or vendors.
Invest in Your Human Capital in the Contact Center
Contact Center Pipeline
MAY 6, 2021
Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in any economy—whether the markets are going up, down or sideways?
How to Retain and Engage Your Best Contact Center Agents
Contact Center Pipeline
MARCH 24, 2021
Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater.
How Call Lifecycle Details Help Increase Customer Satisfaction
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
 Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact CentersContact Center Pipeline DECEMBER 28, 2020 We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead.  Closing the Engagement Capacity GapContact Center Pipeline MAY 5, 2021 A year after the onset of the COVID-19 pandemic, only 50% of organizations report they are well prepared to support customer engagement priorities moving forward, while more than four in five (82%) say the challenges of managing customer engagement will only increase in 2021.  Recruiting for the Contact Center of the FutureContact Center Pipeline MARCH 23, 2021 For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.  Contact Center Pipeline Magazine: Inside Our May 2021 IssueContact Center Pipeline MAY 4, 2021 Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity.  6 Ways to Secure (More Of) a Budget for Your Customer Education ProgramAdvertiser: Skilljar Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
 How to Write a Five-Star Response to a One-Star Rating or Poor ReviewContact Center Pipeline AUGUST 11, 2020 Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late.  Top 5 Posts in AprilContact Center Pipeline APRIL 30, 2021 Contact center staffing and work-from-home (WFH) topics led the blog reading list in April, indicating that centers may soon be ramping up for the post-COVID era.  Thinking Differently About Digital in Your Contact CenterContact Center Pipeline FEBRUARY 23, 2021 Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior.  What to Do After Migrating Your Contact Center to the CloudContact Center Pipeline APRIL 15, 2021 Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With this transition, businesses turned to digital technologies powered by the cloud to support their contact center operations.  The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer RelationsSpeaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.  Close to YouContact Center Pipeline FEBRUARY 17, 2021 In August of 1970, American duo the Carpenters released their second studio album, which was called Close to You.  Leading in Uncertain Times: 10 Ways to Help Employees Cope with the PandemicContact Center Pipeline APRIL 24, 2020 As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future.  In Unusual Times, Replace the Usual Customer Service PhrasesContact Center Pipeline FEBRUARY 16, 2021 On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example, lots of customers dislike the phrase “No problem!” but they’ll look past it if you’re providing great service. They’ll give you a pass on “No problem!”  How to Foster Diversity & Inclusion in the Contact CenterContact Center Pipeline APRIL 22, 2021 2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment.  The Best Sales Forecasting Models for Weathering Your GoalsAdvertiser: ZoomInfo Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!  The Whole World Is Going Digital. So Why Is Your Buying Process Still Analog?Contact Center Pipeline APRIL 6, 2021 I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology, including multiple CCaaS (Contact Center as a Service) solutions.  Speech Analytics and Modernizing Agent Performance Measurement with the Customer in MindContact Center Pipeline FEBRUARY 24, 2021 Who decided that three was the optimum number of times an agent should say the name of a customer?”  How to Make Remote Training Work for New-HiresContact Center Pipeline APRIL 21, 2021 As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a break before explaining the next concept.  Moving Contact Center Agents Home for the Long-TermContact Center Pipeline APRIL 20, 2021 2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are like many, you may be asking yourself, what now?  Customer Perceptions of the Community ExperienceSpeaker: Mike Ellis, Vanilla Forums Marketing Manager What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.  Seven Ideas to Deliver a Great Customer Experience During a RecessionContact Center Pipeline FEBRUARY 4, 2021 Customers typically leave due to price, product or service issues. As a contact center leader, you may not have direct control over price setting or production quality. However, your team has an outsized impact on customer experience.  Contact Centers Grapple with How to Sustain—and Grow—Remote WorkforcesContact Center Pipeline MARCH 17, 2021 Not long ago, as I walked the floor of a contact center, the voice of a customer service rep echoed toward me across mostly vacant cubicles. As his call ended, I approached. Noting the stress ball he was crushing, I said, “Tough call?” He nodded.  COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center AgentsContact Center Pipeline FEBRUARY 18, 2021 COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of Americans, many for the first time, were forced to rely on digital services as in-person transactions became unavailable.  Contact Center Pipeline Magazine: Inside Our April 2021 IssueContact Center Pipeline APRIL 2, 2021 There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Could there be much more change in the air than in our centers?  Customer Engagement Is a Two-Way StreetAdvertisement Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.   Collaboration: Distinguishing the Buzz from the BuzzwordContact Center Pipeline MARCH 16, 2021 For decades, people have used the term “collaboration” to mean many things—from sharing intelligence and resources with allied nations during wars and peacekeeping missions, to gathering small teams in collab office spaces for networking and brainstorming sessions.  Biden Administration Impact on Contact CentersContact Center Pipeline APRIL 1, 2021 As I write this on January 20, 2021, Joseph R. Biden is being sworn in as our 46th president. Turning the page to the new administration will bring many changes to our society and our economy. Predictions as to what these changes may be are fraught with peril.  Top 5 Posts in MarchContact Center Pipeline MARCH 31, 2021 March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country and the promise of a return to some form of normality in our lives. But we’re not there yet.  Unexpected Lessons from the 2020 Contact CenterContact 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.  8 Contact Center Trends to Watch in 2020Advertisement 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! © Aggregage 2021 |
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