141 
Contact Center and COVID-19: Lessons Learned
Contact Center Pipeline
APRIL 7, 2020
To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement.
Contact Center Pipeline
Coronavirus = Business Continuity Plan
Contact Center Pipeline
APRIL 8, 2020
Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to the Coronavirus.
Join
36,000+
INSIDERS
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
Things I Wish Someone Would Invent
Contact Center Pipeline
APRIL 9, 2020
As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone Would Invent.” This always included some outlandish ideas, but occasionally readers suggested simple ideas that solved real problems.
4 Characteristics of Best-in-Class Contact Centers
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.
A Practitioner's Guide to Sustainable Customer Experience in the Contact Center
Advertisement
To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.
Contact Center Pipeline Magazine: Inside Our April 2020 Issue
Contact Center Pipeline
APRIL 3, 2020
I hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. You will always find people who are […].
|
Contact Center Executive Outlook on 2020 and Beyond
Contact Center Pipeline
SEPTEMBER 12, 2019
Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50.
Top 5 Posts in March
Contact Center Pipeline
MARCH 31, 2020
What a difference a month can make. In February, we were looking at topics like growth and development, aligning strategy and technology, and tools for delivering an exceptional customer experience. We’ve now entered the strange new reality of the COVID-19 era.
The Secret to Training Seasonal Agents
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.
Onward and Upward… Or So the Saying Goes
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!
How to Leverage Quality Management to Transform the Customer Experience
Advertisement
When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
.png)
|
|
Surprising Ways to Motivate Your Agents
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.
Building a Resilient Contact Center
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.
How to Implement CCPA Without Impacting Customer Service
Contact Center Pipeline
MARCH 26, 2020
One of the realities of working in customer service today is that you probably handle a significant amount of customer data on a daily basis. Personally identifiable information (PII) is any piece of data that can be tied back to a person’s identity.
It’s Time to Tune Up Contact Routing
Contact Center Pipeline
NOVEMBER 28, 2017
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.
Why Community is a Strategic Asset Against Your Competitors
Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums
Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.
Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!
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.
Continuum Global Services: Launching A New Contact Center Industry Brand
Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.
Managing Different Personalities in the Contact Center: The Platinum Rule
Contact Center Pipeline
JUNE 26, 2019
Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I treated everyone the way I would want to be treated, it meant I was a great manager. Yet, I had significant conflicts with some members of my team. Often, I felt […].
Use Agent Voice DNA to Improve Contact Center Hiring Results
Contact Center Pipeline
MARCH 12, 2020
Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business.
Get More Value from Contact Center Performance
Advertisement
This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
Are Microskills the Key to Surviving the Bots?
Contact Center Pipeline
MARCH 11, 2020
As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center?
Inside View: Televerde’s Prison Workforce Development Program
Contact Center Pipeline
MARCH 19, 2020
Ashley Cruz was just 21 years old when she was incarcerated at Perryville Correctional Facility in Arizona. She was a mother with two young children and a first-time offender. Cruz knew that she had made a huge mistake, but she didn’t know how to fix it. “I
Now What? The Impact of Chaos on Contact Center Operations
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.
How to Quiet the Ego and Lead with Humility
Contact Center Pipeline
MARCH 18, 2020
Great leadership is not always about being “right.” In fact, it rarely is. The leader’s job is to bring out the best in employees and to engage them in working together to do what’s best for the company.
Straight Talk about Security, Compliance and Reliability in Cloud Communications
Advertisement
The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
The Making of a Contact Center Superagent
Contact Center Pipeline
NOVEMBER 26, 2019
The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.
Differentiator Series, Part 5: Selling and Promoting the Contact Center
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.
Chatbots in the Contact Center, Part 2: Internal Use and Adoption
Contact Center Pipeline
MARCH 20, 2019
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
Beyond the Contact Center: Unlocking Insights with Speech Analytics
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
To a More Cost-Efficient 2018
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).
The Consolidation Trend Will Further Hurt Quality in the Contact Center
Contact Center Pipeline
FEBRUARY 12, 2020
I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.
Contact Center 2020: Yesterday and Today
Contact Center Pipeline
JANUARY 22, 2020
In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.
Customer Experience… Mystery, Myth, Mission or Magic?
Contact Center Pipeline
OCTOBER 9, 2019
Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth, a mission or simply magic?
Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center
Advertisement
Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
Executive Interview with LogMeIn’s Ryan Lester
Contact Center Pipeline
MARCH 10, 2020
We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I I even shredded my cheatsheet of passwords for your product!
Let's personalize your content