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Contact Center Pipeline
MAY 18, 2022
Welcome to the seventh annual challenges and priorities survey results. Last year was “a year like no other;” we couldn’t envision the next 12 months.
Contact Center Pipeline
JUNE 14, 2022
Earlier this year, the Harvard Business Review published 11 trends they believe will shape the workplace in 2022 and beyond. These trends acknowledge a key reality for many employers right now: as the U.S. economy approaches full employment, competition for employees is critical.
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Contact Center Pipeline
MARCH 8, 2022
It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will help determine how well the industry succeeds in the post-COVID-19 pandemic “new normal” era.
Contact Center Pipeline
MARCH 1, 2022
Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic to bring video to the fore.
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As contact center needs and pain points have evolved, so have contact center buying processes. This guide focuses on the key areas that contact center leaders should address to help achieve their operational and financial goals, including what questions to ask to drive optimal performance.
Contact Center Pipeline
APRIL 21, 2022
What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers.
Contact Center Pipeline
JUNE 28, 2022
The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of data and which are now easily accessible through big data type technologies and the use of artificial intelligence (AI).
Contact Center Pipeline
APRIL 27, 2022
The events of 2020 have shown us how everything can change practically overnight. Most people are now accepting that change will continue to happen. The ability to navigate and execute in an era of sustained change and disruption will then be the overarching contact center objective in 2022.
Contact Center Pipeline
JANUARY 26, 2022
“That looks crazy!” I thought, watching a TV performer spin a plate on top of a pole. Then he added a spinning plate to a second pole, and then another spinning plate to a third pole. Suddenly, he raced back to the first pole, whose spinning plate had slowed down and begun to wobble. He […].
Contact Center Pipeline
MARCH 10, 2022
Contact centers have traditionally focused on solving problems and handling questions. Efficiency has been the watchword. But new research suggests that spending a little more time on the phone or chat may provide big payoffs in terms of revenue, word of mouth (WOM) marketing, and margins.
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In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.
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Contact Center Pipeline
NOVEMBER 11, 2021
I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company.
Contact Center Pipeline
NOVEMBER 9, 2021
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models.
Contact Center Pipeline
FEBRUARY 9, 2022
“Rewritten by machine and new technology/And now I understand the problems you can see” Video Killed The Radio Star (The Buggles) No, video did not kill the radio star, contrary to the famous lyrics that launched MTV some 40 years ago, on August 1, 1981.
Contact Center Pipeline
JUNE 23, 2022
I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.”
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Contact Center Pipeline
JUNE 22, 2022
As an enthusiast of nature and intelligence for the majority of my life, I was fortunate to be introduced to artificial intelligence (AI) when it wasn’t still a buzzword, even in dusty computer labs of the ‘90s.
Contact Center Pipeline
JULY 21, 2021
As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to consider alternative approaches to drive innovation and business change.
Contact Center Pipeline
JUNE 21, 2022
Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances they connect with customers, supervisors, and colleagues.
Contact Center Pipeline
AUGUST 6, 2021
Workplace trends come and go. From the hierarchical corner office setups and cubicle rows that dominated most of the 1900s to open-plan campuses with free lunch and foosball that came with the internet boom of the mid-1990s and early 2000s.
Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess
Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.
Contact Center Pipeline
JUNE 9, 2022
The expression “go ahead” is often stated as “go ahead with,” as in “Are you going ahead with the recommendations?”
Contact Center Pipeline
DECEMBER 8, 2021
I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame.
Contact Center Pipeline
JUNE 7, 2022
Growing customer and senior management expectations. Shifting from in-store retail to online shopping. Working from home (WFH). The rise of digital channels. Video instead of in-person interactions. The Great Resignation. Looming labor shortages.
Contact Center Pipeline
DECEMBER 1, 2021
What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so.
Speaker: Christian Jakenfelds, CSM at Planhat
Customer success professionals have better access to customers than any other department, yet they may struggle to prove their impact on overall business growth. In this webinar, learn how CSMs can actively contribute to and influence new revenue by using what’s already in front of them.
Contact Center Pipeline
SEPTEMBER 1, 2021
Like most parents, I’ve been looking for ways to enrich my children’s experiences during this past year—not only to keep them from becoming bored, but to instill in them a discipline of being open to new experiences and lifelong learning and engagement.
Contact Center Pipeline
SEPTEMBER 15, 2021
We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.
Contact Center Pipeline
JUNE 16, 2022
The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers.
Contact Center Pipeline
JUNE 15, 2022
It’s such an interesting time for contact centers! The pandemic forced an immediate, full-on transition to work from home (WFH) for most around the globe, and for contact centers the net results proved to be overwhelmingly positive.
Speaker: Bill Johnston, Community Innovation Officer at Structure3C
Acts of advocacy can be some of the most effective and authentic ways to market products and develop brand equity. Join Bill Johnston to learn how to develop a community-based advocacy program in this free webinar.
Contact Center Pipeline
OCTOBER 27, 2021
Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation X employees, for that matter) are leaving anytime soon.
Contact Center Pipeline
OCTOBER 21, 2021
The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year.
Contact Center Pipeline
OCTOBER 20, 2021
There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.
Contact Center Pipeline
OCTOBER 19, 2021
I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].
Advertiser: ZoomInfo
Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.
Contact Center Pipeline
MAY 26, 2022
Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly, organizations have taken a reactive approach to the ADA.
Contact Center Pipeline
OCTOBER 14, 2021
In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers.
Contact Center Pipeline
JULY 20, 2021
Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward.
Contact Center Pipeline
MAY 24, 2022
The five factors of Caller Tolerance. Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance.
Advertiser: Vanilla Forums
Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.
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