Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Engineering Education Banking 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. He has over 20 years of customer service, sales, and management experience, with a laser focus on contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Jon Arnold

DECEMBER 8, 2020

It’s exactly what it sounds like, and it’s all about analytics. Baseball fans know about Moneyball , and based on research I’ve been doing on contact center reporting, my view is that there’s too much focus on reporting and not enough on analytics. How’s that for a catchy title?

Contact Center 52

Contact Center Analytics Big data 52

Monet Software

FEBRUARY 15, 2019

TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics.

Quality management 54

Quality management Analytics Contact Center Marketing 54

Contact Center Pipeline

JANUARY 4, 2017

You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Contact Center Pipeline

DECEMBER 2, 2016

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. Thank you for making us a part of your journey in 2016. As our way of saying Thank You, please feel free to start, […].

Contact Center 100

Contact Center First call resolution Analytics Call Center 100

Contact Center Pipeline

SEPTEMBER 6, 2016

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time of year. Our September issue focuses on many agent issues; performance metrics, attendance, agent desktops, employee engagement, customer experience…and more.

Contact Center 100

Contact Center Employee engagement Metrics Customer Experience 100

CSM Magazine

APRIL 6, 2023

“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. To ensure our customers received this support, we pivoted our contact center solutions to help customers embrace this new world of work. The awards are presented by CUSTOMER Magazine and Calabrio came first for Calabrio Analytics and our new Calabrio ONE WFO suite.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

CSM Magazine

MARCH 16, 2023

This article will define emotional intelligence, its benefits for contact centers, and how it improves the customer experience. In the next section, we abord the benefits of emotional intelligence for contact centers. Why Does it Matter for Contact Centers? What is emotional intelligence?

Contact Center 52

Contact Center Customer emotions voip Construction 52

CSM Magazine

MAY 17, 2022

Contact centers, and contact center agents, are currently experiencing an unfortunate crunch on two fronts. Complications stemming from ongoing supply chain challenges have led more customers to reach out to contact centers with questions, concerns, and complaints.

Contact Center 52

Contact Center Brand ambassadors Wait times Technology 52

CSM Magazine

DECEMBER 7, 2022

A contact center serves as a primary hub for customer service through which customers can connect with the organization around different mediums. Finding the best contact center service for your business can be challenging, as the total number of existing contact centers in this world is about one hundred and sixty thousand.

Contact Center 52

Contact Center Abandon rate Analytics Technology 52

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

CSM Magazine

JUNE 8, 2023

In this article we’ll explore ways in which AI can be used to enhance customer service and how call center agents can benefit from this innovative technology. Chatbots – The first way AI technology can help call center agents deliver better customer service is through chatbots.

Technology 52

Technology Customer Service Chatbots CRM 52

InGenius

JANUARY 15, 2019

In an age of digital transformation, where technology has become so advanced that it's able to replace humans on numerous levels, there is much speculation over what the future holds for the contact center agent. there are still many uses for the human agent within the contact center. Skynet is coming!),

Contact Center 48

Contact Center CRM Marketing Technology 48

CSM Magazine

DECEMBER 7, 2020

Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

Contact Center 52

Contact Center outsourcing Analytics Chatbots 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Social Messaging Remakes the Contact Center.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. The agent experience is clearly integral to the future of the contact center.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Customer centricity Construction 40

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Customer centricity Construction 40

ShepHyken

JULY 11, 2022

Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Customer Experience Magazine) Developing new approaches to measurement is a priority for businesses that want to drive agile decision making. Then, think about this customer well into the future.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. Businesses that continue to ignore the needs of firstline employees – such as contact center agents – do so at their own peril. The agent experience is clearly integral to the future of the contact center.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

CSM Magazine

JANUARY 23, 2019

With this in mind, here are 10 top trends for contact centers and the customer experience in 2019. There are increasing numbers of brands focusing on the CX rather than basic contact center metrics, which is a positive move for the industry as a whole. Analytics will continue to be important. Twelve months to go.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

Taylor Reach Group

MARCH 26, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Every year the PACE Convention & Expo focuses on the best practices and technologies used in the contact center. Attend workshops and sessions.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. It all comes down to the basics so let’s start with how contact centers measure.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products.

Management 59

Management Coaching Contact Center Customer centricity 59

CSM Magazine

FEBRUARY 7, 2024

It gives contact center leaders advanced analytics and invaluable insights from customer calls, offering a deep dive into the voice of the customer and providing trend analysis to build proactive responses into agent simulation training scenarios.

Coaching 52

Coaching Contact Center Best practices Analytics 52

Monet Software

MARCH 20, 2019

Verint Monet WFO, Workforce Optimization in the Cloud is a unified suite for contact centers and help desks to automate workforce management, quality management, performance management and analytics. The post Verint Monet Receives 2019 CUSTOMER Magazine Product of the Year Award appeared first on Monet Software.

CRM 15

CRM Quality management Analytics Contact Center 15

CSM Magazine

APRIL 19, 2024

By combining data from multiple sources, like surveys, social media feedback, website analytics, and interactions at contact centers, businesses can gain a clear view of their customers’ preferences, needs, and behaviors.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

CSM Magazine

OCTOBER 28, 2020

Calabrio , the customer experience intelligence company, announced the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Analytics Competition Winners. This year, C3 was held as a virtual event. Idaho Central Credit Union. The ONE Awards Winners.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

TechSee

OCTOBER 23, 2018

According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. Customer Analytics. According to Gartner , by 2040, more than 40% of all data analytics projects will relate to an aspect of customer experience.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

CSM Magazine

OCTOBER 24, 2023

Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex. Its strategic use of analytics enhanced the customer experience and resulted in a remarkable estimated savings of 370 hours per week.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

outsourcing 52

outsourcing Customer Support Customer Experience Business Process Outsourcing 52