Contact Center Pipeline

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The Hidden Role of Telecom

Contact Center Pipeline

Customer experience (CX) is the key to building brand loyalty in a post-COVID world. And poor CX costs enterprises $75 billion annually (Forbes). Many enterprises have addressed these issues but also opportunities by moving communications to the cloud to create new, powerful, time-saving, and value-adding experiences for both customer service agents and consumers.

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Top 5 Posts in March

Contact Center Pipeline

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our workforce management game. Tim shares valuable lessons learned from the pandemic and how best to move forward in the new normal.

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QA and Coaching for Experienced Agents

Contact Center Pipeline

If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.

Coaching 130
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What to Write When Saying “No”

Contact Center Pipeline

While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes” or making exceptions for super-persistent customers. The better way to write “no” to a customer is candidly, firmly, briefly, and empathetically.

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Upleveling Contact Center QM to the Analytics Age

Contact Center Pipeline

Exceptional customer experiences (CXs) are critical to short- and long-term business success. Because of this, it’s instrumental to have a detailed understanding of what occurs during each customer interaction and along the customer journey. In fact, these insights have shifted from nice-to-have to need-to-have.

Analytics 130
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VENDOR ROUNDTABLE: Contact Center Forecast: Increased Cloudiness?

Contact Center Pipeline

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud. Or whether they are best licensed and installed on-premise.

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Work From Home vs. Hybrid?

Contact Center Pipeline

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive.