INDUSTRY INSIGHTS YOUR PEERS ARE READING
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. MORE
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view. MORE
Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned content—only to lose control of the classroom due to a glitch. MORE
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite. MORE
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future! MORE
As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems fairly and efficiently while showing empathy to every caller. MORE
The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques and skills.” Conversation certainly qualifies as “fine art.” MORE
When it comes to culture, lasting change starts at the top with the leadership team. MORE
“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires. MORE
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy. MORE
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. MORE
In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications. MORE
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization. MORE
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.” MORE
If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health care has never been an issue for you or your family. MORE
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. MORE
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. MORE
Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! MORE
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away. MORE
Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to). MORE
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition. MORE
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center. MORE
In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials. MORE
I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another. MORE
Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. MORE
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. MORE
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. But with all the changes and permutations of technology, reliability can’t be taken for granted. MORE
February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. MORE
Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce. MORE
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. MORE
Contact center leaders often express dissatisfaction with their current technology. They think that if they’d just implement some new technology, they’d be primed to achieve their business goals. MORE
As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website. MORE
Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food and gifts. MORE
Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences. MORE
Contact Center Pipeline
DECEMBER 13, 2017
What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price as the number one competitive differentiator in today’s economy.
Contact Center Pipeline
JANUARY 5, 2018
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.” Ah, the future!
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.
Contact Center Pipeline
SEPTEMBER 20, 2017
“They are just temps,” said one contact center manager describing his seasonal agents. They will be gone in a couple of months!” That condescending attitude was reflected in the seasonal team’s environment. They were crammed into an abandoned conference room filled with computers, phones and wires.
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Contact Center Pipeline
OCTOBER 25, 2017
I love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent. However, the coworker sitting next to me hated movies and was not motivated at all by this contest. Everyone is different. What motivates one person may demotivate another.
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Contact Center Pipeline
SEPTEMBER 26, 2017
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always up. But with all the changes and permutations of technology, reliability can’t be taken for granted.
Contact Center Pipeline
NOVEMBER 9, 2017
Remember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume! During that period, I would sometimes borrow the mask to alert the family to an emerging “grouchy” condition.
Contact Center Pipeline
MARCH 20, 2019
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
Contact Center Pipeline
FEBRUARY 7, 2018
We have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center.
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Contact Center Pipeline
FEBRUARY 26, 2019
As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems fairly and efficiently while showing empathy to every caller.
Contact Center Pipeline
MARCH 19, 2019
As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.
Contact Center Pipeline
SEPTEMBER 5, 2017
Many of you reading this are likely in the throes of it right now: the annual budgeting process. You are being pressured to “do more with less,” and you will be held accountable for everything you agree to during this period (and yes, even some things that you never agreed to).
Contact Center Pipeline
AUGUST 23, 2017
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Contact Center Pipeline
OCTOBER 30, 2018
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future.
Contact Center Pipeline
MARCH 7, 2019
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view.
Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.
Contact Center Pipeline
FEBRUARY 15, 2018
When it comes to culture, lasting change starts at the top with the leadership team.
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
Contact Center Pipeline
FEBRUARY 19, 2019
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. Right? You’re thinking: “Give me a break. I’m hard-pressed just to staff the third shift, much less transform it.”
Contact Center Pipeline
SEPTEMBER 12, 2018
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team.
Contact Center Pipeline
FEBRUARY 28, 2019
February may have been short on days, but it wasn’t lacking useful content for running your contact center operation.
Contact Center Pipeline
OCTOBER 5, 2017
Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food and gifts.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Contact Center Pipeline
AUGUST 29, 2017
In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials.
Contact Center Pipeline
MARCH 5, 2019
Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline!
Contact Center Pipeline
FEBRUARY 21, 2019
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are a few highlights to whet your appetite.
Contact Center Pipeline
SEPTEMBER 27, 2017
Nothing can short-circuit an online class faster than “technical difficulties.” I’ve seen so many talented facilitators prepped and ready to deliver their carefully planned content—only to lose control of the classroom due to a glitch.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.
Contact Center Pipeline
FEBRUARY 6, 2019
If you’re reading this article on the Contact Center Pipeline blog, chances are you are in management or an executive and that sufficient health care has never been an issue for you or your family.
Contact Center Pipeline
JULY 26, 2017
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction is handled can either generate customer commitment or drive that customer away.
Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.
Contact Center Pipeline
MARCH 8, 2018
Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
Contact Center Pipeline
JANUARY 17, 2019
Company cultures and leadership styles tend to shift over the years as they adapt to the behaviors and expectations of the dominant generation in the workforce.
Contact Center Pipeline
SEPTEMBER 21, 2017
Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences.
Contact Center Pipeline
MARCH 6, 2019
In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications.
Contact Center Pipeline
OCTOBER 18, 2017
The idiom “fine art” (first half of the 1800s) is defined in the “American Heritage Dictionary of Idioms” as “something requiring highly developed techniques and skills.” Conversation certainly qualifies as “fine art.”
Advertisement
Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.
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