Contact Center Pipeline

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.

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.

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The Hybrid Contact Center

Contact Center Pipeline

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Contact Center Pipeline

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

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.

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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.

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.

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 […].

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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.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

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.

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.

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.

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.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Use Storytelling to Provide Impactful Learning in the Contact Center

Contact Center Pipeline

Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

Future-IZE your KPIs… and Your Frontline Experience!

Contact Center Pipeline

Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.”

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.

Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation

Contact Center Pipeline

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset.

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.

Wishing All of Our Readers a Safe and Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

How to Make Tech Support Faster and Easier—for Both Customers and Agents

Contact Center Pipeline

The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Creating a Sustainable Work-From-Home Contact Center

Contact Center Pipeline

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike.

Customer Experience & Fraud Prevention: Dueling Priorities for Today’s Contact Centers

Contact Center Pipeline

The past year was a challenging and transformative time for many people as a global, once-in-a-generation health crisis upended critical components of how we work, play and connect.

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and industry.

Low-Code/No-Code AI-Enabled Chatbots

Contact Center Pipeline

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Toward a Customer Experience Hub

Contact Center Pipeline

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow.

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond

Contact Center Pipeline

While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years.

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

Contact Center Pipeline

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing providers worldwide.

Top 5 Posts in October

Contact Center Pipeline

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

Contact Center Pipeline

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky notes on agent’s monitors and on their phones reminding them what to do, what to say, or simply to remember to […].

How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater.

The Hybrid Model Is Only Part of the Solution to the Work-at-Home Dilemma

Contact Center Pipeline

5th Talent International has completed three contact center work-at-home studies since the beginning of the 2020 pandemic. We learned that most employees prefer the hybrid model, which is a mix of splitting their time between their home and the center.

From WFO to WEM

Contact Center Pipeline

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater penchant for acronyms than the contact center space.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.