INDUSTRY INSIGHTS YOUR PEERS ARE READING
Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy? MORE
Hoarding data has been the standard practice for most businesses for years. MORE
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. MORE
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons. MORE
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! MORE
When it comes to culture, lasting change starts at the top with the leadership team. MORE
“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. MORE
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. MORE
Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. MORE
In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake. MORE
Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut it. MORE
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […]. MORE
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future. MORE
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team. MORE
When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT). MORE
We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July! Featured MORE
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives. MORE
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). MORE
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 […]. MORE
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. MORE
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. MORE
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. MORE
It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for. MORE
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. MORE
Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.” MORE
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. MORE
The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.” MORE
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives. MORE
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. MORE
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy. MORE
Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food and gifts. MORE
We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. MORE
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after cheerful, optimistic group chatter, everyone breaks and heads back to their assignments. MORE
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 […].
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.
Contact Center Pipeline
MARCH 20, 2019
Consumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
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.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
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!
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Contact Center Pipeline
JULY 17, 2019
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives.
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.
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.
Contact Center Pipeline
JULY 16, 2019
When you find someone in a contact center who is passionate about schedule adherence, it’s a good bet he/she is (or once was) a member of a workforce management team (WMT).
Speaker: Kristina Evey, Customer Experience Expert and Consultant
As self-service as a customer preference continues to grow, it's more important than ever that we assess the amount of support being given to our customer service reps. Is there a way to find the right balance between self-service and support?
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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.
Contact Center Pipeline
JULY 2, 2019
When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after cheerful, optimistic group chatter, everyone breaks and heads back to their assignments.
Contact Center Pipeline
JULY 10, 2019
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive. The average cost to recruit, hire and train each new agent starts around $6,500 depending upon vertical. Poor hires mean higher […].
Contact Center Pipeline
JUNE 18, 2019
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure, there may be compelling financial reasons.
Speaker: John Joba and David Robbins
Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.
Contact Center Pipeline
JULY 18, 2019
Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs. CX Practitioners: Real Life or Fantasy?
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.
Contact Center Pipeline
JULY 9, 2019
Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made. As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.”
Contact Center Pipeline
JUNE 25, 2019
Enough with the big survey event! If you’re looking to improve employee engagement (and who isn’t, these days?), a simple annual questionnaire doesn’t cut it.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
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.
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).
Contact Center Pipeline
JULY 11, 2019
In the complex world of Medicare administration, no one understands the need to deliver quick, accurate and up-to-date information to program providers better than Jerri Pigg-Shoemake.
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.
Speaker: Jake McKee, CEO and Lead Strategist, Community5
Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.
Contact Center Pipeline
MAY 14, 2019
I don’t know about you, but I’m pretty frustrated by clients, prospects and some contact center managers who think that the only reason agents are absent from work is because they are lazy.
Contact Center Pipeline
FEBRUARY 15, 2018
When it comes to culture, lasting change starts at the top with the leadership team.
Contact Center Pipeline
MAY 8, 2019
The idiom “off to a flying start” is defined as “a start or beginning of anything, as characterized by the participant’s vigor and enthusiasm.”
Contact Center Pipeline
MAY 21, 2019
It’s 2019: Your customers are going to expect immediate communication and results. At one time, sure, this seemed like a lot to ask for.
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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.
Contact Center Pipeline
JULY 4, 2019
We hope that you enjoy your Independence Day celebration—and have a happy and safe 4th of July! Featured
Contact Center Pipeline
OCTOBER 30, 2018
Trends drive business and social behavior, which is why we are always interested in observing and analyzing those that will impact contact centers and their suppliers now and into the future.
Contact Center Pipeline
OCTOBER 5, 2017
Hopefully, your Customer Service Week celebration is in full swing by now and your agents are basking in the glow of much-deserved recognition, food and gifts.
Contact Center Pipeline
JULY 3, 2019
Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives.
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
Contact Center Pipeline
SEPTEMBER 12, 2018
Heather had been working as a contact center agent at ABC Electric for almost 18 months when her boss approached her with exciting news. He wanted to promote her to a supervisor! A standout performer, Heather’s Csat and FCR scores were consistently some of the highest on the team.
Contact Center Pipeline
JUNE 4, 2019
We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical.
Contact Center Pipeline
MAY 1, 2019
Hoarding data has been the standard practice for most businesses for years.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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