Contact Center Pipeline

How to Write a Five-Star Response to a One-Star Rating or Poor Review

Contact Center Pipeline

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.

Four Ways to Show Appreciation to Frontline Staff Beyond Customer Service Week

Contact Center Pipeline

Why should you go out of your way to show your appreciation to employees beyond Customer Service Week?

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Meet Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

Contact Center Pipeline

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

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.

Home, Sings Me of Sweet Things

Contact Center Pipeline

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I know you’ll bring our main points home with well-researched facts and data! You may not recognize the name Karla Bonoff at first, but you surely know her music.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

Contact Center Pipeline

We are now into the final quarter of a year that will surely be remembered as one of the most chaotic in history. Many of us would like nothing better than to simply fast forward to 2021 or beyond. But how to get there?

More Customer Service Week 2020

Contact Center Pipeline

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

Customer Service Team Appreciation 2020

Contact Center Pipeline

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Changes in Contact Center latitudes, Changes in AI Attitudes

Contact Center Pipeline

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by the same name, was well-received among critics in addition to being transitional for Buffet’s career in many ways.

Top 5 Posts in September

Contact Center Pipeline

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No.

Preventing Contact Center Agent Burnout

Contact Center Pipeline

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic.

Five Key Decisions for Buying Contact Center Technology

Contact Center Pipeline

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got?

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies.

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

THE Covid-19 CRISIS: Do We Put Our Energy into People, Process or Technology?

Contact Center Pipeline

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing demands on our contact center agents as well as the leaders who support them.

Roll with the Changes

Contact Center Pipeline

In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was REO’s first album to crack the Top 40, reaching number 29 and selling over 2 million copies in the U.S. The first song on the first side of the album is […].

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The New Digital Customer Engagement for the New (Ab)Normal

Contact Center Pipeline

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally.

Automation: The Contact Center’s Grocer

Contact Center Pipeline

In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception.

Maintaining Customer Support in a Crisis

Contact Center Pipeline

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a team’s ability to service the customer.

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

The idiom “balancing act” is defined by as “a circus act in which a performer displays his or her balancing ability.” From where I sit, this definition suits many a contact center.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Contact Center Pipeline

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice.

Differentiate Your Brand Through Proactive Customer Service

Contact Center Pipeline

Customer Service Week 2020 Wrap-Up

Contact Center Pipeline

We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in this series for more great insights from industry leaders, or access our October issue for the full article. FARA HARON CEO […].

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Contact Center Pipeline

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than launching a Save-the-Whales drive or sending a team to the annual charity 5k.

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Four Proven Practices to Elevate the Impact of Your Online Training

Contact Center Pipeline

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping our agents online, connected and maintaining service continuity.

Rebooting Your Workforce Management Strategy

Contact Center Pipeline

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner).

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

Contact Center Pipeline

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience.

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

Contact Center Pipeline

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few months ago.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

The Four Most Important Skills for Leading Hybrid Teams

Contact Center Pipeline

The Covid-19 pandemic created significant shifts in how we work. As businesses scrambled to set up employees to work from home, there was little time to be proactive and consider future implications.

Outbound Call Centers: Finding the Right Mix of Tools, Processes and People

Contact Center Pipeline

Selling a product or service over the phone isn’t easy—ask anyone who’s ever done it for a living. But businesses of all types and sizes rely on outbound calling to generate sales and drive revenue.

Working From Home—A Growing Necessity

Contact Center Pipeline

When you think of working from home, several benefits come to mind. The savings in both time and money to commute back and forth to work. And, if you usually eat out for lunch, you can save money by eating home-cooked meals.

Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year.

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!