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Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.

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6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore

Provana

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here

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5 Effective Call Control Strategies for Contact Center Agents

Myra Golden Media

Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily.

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Embracing Agility in the Contact Center

Contact Center Pipeline

Culture agile thinking agility call center change management contact center culture empowermentAgile thinking became the key to business survival during the COVID-19 crisis.

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The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

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Building a Resilient Contact Center

Contact Center Pipeline

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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

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The Role of Contact Center Agents in Product Innovation

Contact Center Pipeline

Innovation agent empowerment agent engagement agent feedback call center change management Collaboration contact center continuous improvement cross-functional alignment innovation

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Contact Center Pipeline Magazine: Inside Our March 2023 Issue

Contact Center Pipeline

But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team. A special shoutout to Steve, Frank, Susan, Ellen, […] Inside The Issue Magazine call center contact center

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A Deeper Look into Inbound Call Centers

Ansafone

On top of … A Deeper Look into Inbound Call Centers Read More ». The post A Deeper Look into Inbound Call Centers appeared first on Ansafone Contact Centers.

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How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

In this webinar, our leading experts will walk you through step-by-step to build an ROI for conversational AI.

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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. Remote Working Technology contact center industry trends onboarding remote-work tools technology; call center work from home

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Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020.

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Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

The world of contact center training is complicated. Training & Development blended learning call center contact center in-person training industry research new-hire training onboarding remote training training training life cycle

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Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

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

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STIR/SHAKEN for Contact Centers

NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works

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How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

Agent Engagement agent motivation call center communication contact center COVID-19 culture employee engagement growth & development WAH WFH work from home work-at-homeCan you ever have enough high performers?

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Are There Better Ways to Staff the Contact Center?

Contact Center Pipeline

Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Staffing call center call center planning change management contact center gig workers outsourcing remote work staffing WFH work from home

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Call Center vs. Contact Center: What’s the Difference?

Callminer

Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones.

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Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Technology AI artificial intelligence call center contact center COVID-19 customer experience digital transformation intelligent chatbots omnichanne

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!

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Managing Emotional Labor in the Contact Center

Contact Center Pipeline

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress management

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Automation: The Contact Center’s Grocer

Contact Center Pipeline

Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places.

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Top Seven Call Center Software Requirements for the “Now Normal”

Contact Center Pipeline

Technology agent desktop AI call center cloud solutions Collaboration communication solutions contact center desktop virtualization machine learning UC UCC unified communications unified communications and collaboration

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Contact Center Pipeline Magazine: Inside Our January 2023 Issue

Contact Center Pipeline

Inside The Issue call center contact centerWelcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023.

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How To Migrate Your Contact Center To A Cloud-Based Solution in 10 Minutes

A cloud-based contact center is smart, flexible, and scalable. Plus, it means agents can work remotely. It’s simple and involves a few steps that take less than 10 minutes each. Our team can take care of you! Check out the eBook to learn more.

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The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

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Contact Center Pipeline Magazine: Inside Our December 2022 Issue

Contact Center Pipeline

Contact Center Pipeline had a very good 2022. Inside The Issue call center contact centerTIS 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.

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Accomplishing Call Center Transformation with Unified Communications Softphones

Contact Center Pipeline

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences.

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Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].

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Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions. As the U.S. continues to recover from the economic implications of the global pandemic, join us for this discussion on technologies that have paved the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.

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Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program

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Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Executive Support call center contact center customer analytics demonstrating value executive buy-inOur final installment of the differentiator series is perhaps the most important for customer service leadership.

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Where Contact Centers Go from Here

Contact Center Pipeline

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.”

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Monthly Update: Turbocharge Your Contact Center with Cloud-Based Cisco Webex Contact Center

Cisco - Contact Center

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Webex Contact Center Analyzer enhanced search.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

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Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

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). Schedule Adherence call center contact center flexible scheduling non-traditional schedules schedule adherence scheduling WFM workforce management

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Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

Over the past eight months, like many of our readers, we have been forced to pivot our editorial coverage to focus on the impacts of COVID-19 on the contact […]. We are finally at the end of a turbulent 2020.

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The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].

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Contact Center Pipeline Magazine: Inside Our April 2020 Issue

Contact Center Pipeline

Inside The Issue call center contact centerI hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers.

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AI and Automation: Don't Get Caught in the Wake of Progress

Speaker: Brian Morin & Helena Chen from SmartAction

Are we nearing the end of the live agent era? In the macro view, the benefits of AI-powered automation are undeniable – but in the micro view, real humans get caught in the wake of progress. Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center.