Contact Center Pipeline

2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!

Contact Center Pipeline

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.

Supporting the Agent/Customer Experience

Contact Center Pipeline

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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Working on Workforce Issues

Contact Center Pipeline

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.

Is the Picture Bright for Video?

Contact Center Pipeline

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.

2022 Contact Center Buyers' Guide

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.

Executive Interview with LumenVox Founder & CEO Edward Miller

Contact Center Pipeline

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.

Connecting the Machine and Human

Contact Center Pipeline

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).

The New Normal: Navigating Change, Disruption

Contact Center Pipeline

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.

Ensuring Agent Performance and Engagement

Contact Center Pipeline

“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 […].

Making Delight Intentional

Contact Center Pipeline

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.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

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.

Avid Readers Make Better Leaders

Contact Center Pipeline

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.

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Contact Center Pipeline

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.

Will Video “Kill” the Call Center Agent?

Contact Center Pipeline

“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.

Inside View: Laura Sikorski on Analytics

Contact Center Pipeline

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.”

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Optimizing Agent Performance

Contact Center Pipeline

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.

The Role of Contact Center Agents in Product Innovation

Contact Center Pipeline

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.

Adjusting Headsets for the New Normal

Contact Center Pipeline

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.

Three Ways to Future-Proof Your CX

Contact Center Pipeline

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.

How to Prevent Brand Ambassador Burnout

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.

Go Ahead…Try Something New!

Contact Center Pipeline

The expression “go ahead” is often stated as “go ahead with,” as in “Are you going ahead with the recommendations?”

How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

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.

Filling The Performance Gaps

Contact Center Pipeline

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.

How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

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.

Why Great CSMs Lead to Great Revenue Pipeline

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.

Understanding the Four Stages of Customer Engagement

Contact Center Pipeline

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.

The Secret to Unlocking Service Excellence Is Data

Contact Center Pipeline

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.

Locating Contact Centers in the New Normal

Contact Center Pipeline

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.

SPECIAL REPORT: Work from Home Survey Results

Contact Center Pipeline

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.

Developing Valuable Community-Based Advocacy Programs

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.

How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

Contact Center Pipeline

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.

Boosting Business Prospects with the Physical Multichannel

Contact Center Pipeline

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year.

Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

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.

Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

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 […].

The 5 Stages of Account-Based Marketing — and How to Win Them All

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.

Create a Culture of Accessibility

Contact Center Pipeline

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.

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Contact Center Pipeline

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.

Embracing Agility in the Contact Center

Contact Center Pipeline

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.

The Fine Art of Contact Center Management

Contact Center Pipeline

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.

A Strategic Guide to Community Gamification

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.