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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. MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist. MORE
My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”). MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. MORE
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. MORE
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. MORE
Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again. MORE
We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […]. MORE
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent. MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be text messaging with customers. MORE
Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these strategies will continue to be a part of our culture moving forward. MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them. But as far as being entertained by them, I’m not. MORE
As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future. MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. MORE
Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With this transition, businesses turned to digital technologies powered by the cloud to support their contact center operations. MORE
The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems. MORE
The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key. MORE
We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead. MORE
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. MORE
We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture is always challenging and now more so. MORE
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late. MORE
Pinoy Data Capture Inc. PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs. MORE
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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.
My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”).
Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and operations? Surely it will cause us to continue our flexibility with remote work and hybrid models a little longer, as there is talk of masks and travel restrictions again.
The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key.
In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!
Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social posts, and they reply pretty quickly. Some companies are doing darn well at digital customer care. A few are good. A handful are excellent.
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.
This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist.
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.
Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With this transition, businesses turned to digital technologies powered by the cloud to support their contact center operations.
In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.
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.
We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip is out there, it’s hard to get your reputation back! Wretched customer service! Stylist was running 30 minutes late.
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world.
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.
Pinoy Data Capture Inc. PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve their efficiency and reduce their costs.
I have to admit, I’ve never gotten the whole superhero thing. I know that superhero movies consistently do really well at the box office, so I suppose that’s enough of a reason to keep making them. But as far as being entertained by them, I’m not.
We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture is always challenging and now more so.
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.
Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy.
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these strategies will continue to be a part of our culture moving forward.
A favorite axiom of the customer service industry is “to meet customers where they are.” If that’s the case, every contact center should be text messaging with customers.
It's a simple, frustrating truth that you can't predict everything when it comes to recruiting for businesses. At some point in your role as a recruiter - perhaps more frequently than not - you'll need to fill a position quickly and you'll look for active recruitment strategies to do it. However, it's not efficient or cost-effective to be in the active recruitment mode all the time. It's important to also invest in building a passive candidate pipeline. Download the guide for tips that can help you build a recruitment strategy that attracts both active and passive candidates for the best possible mix.
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years.
As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a little fear and anxiety about the future.
The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems play key roles in establishing customer trust, enhancing customer convenience and solving customer problems.
The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.
Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!
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