ShepHyken
JANUARY 22, 2021
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.
Provana
AUGUST 30, 2022
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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Myra Golden Media
FEBRUARY 4, 2023
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.
Contact Center Pipeline
JULY 20, 2021
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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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.
Upstream Works
MARCH 16, 2023
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.
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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy
Contact Center Pipeline
JULY 21, 2021
Innovation agent empowerment agent engagement agent feedback call center change management Collaboration contact center continuous improvement cross-functional alignment innovation
Contact Center Pipeline
MARCH 2, 2023
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
Ansafone
APRIL 11, 2022
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.
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.
Contact Center Pipeline
JUNE 9, 2021
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
Contact Center Pipeline
JANUARY 22, 2020
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.
Contact Center Pipeline
JUNE 8, 2021
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
Contact Center Pipeline
SEPTEMBER 2, 2020
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.
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
Contact Center Pipeline
MARCH 24, 2021
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?
Contact Center Pipeline
APRIL 7, 2021
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
Callminer
MAY 27, 2020
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.
Contact Center Pipeline
JANUARY 19, 2021
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
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!
Contact Center Pipeline
AUGUST 10, 2021
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
Contact Center Pipeline
AUGUST 12, 2020
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.
Contact Center Pipeline
APRIL 28, 2021
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
Contact Center Pipeline
JANUARY 4, 2023
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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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.
Contact Center Pipeline
NOVEMBER 26, 2019
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.
Contact Center Pipeline
DECEMBER 2, 2022
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.
Contact Center Pipeline
JUNE 18, 2020
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.
Contact Center Pipeline
JANUARY 4, 2022
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 […].
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.
Contact Center Pipeline
APRIL 7, 2020
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
Contact Center Pipeline
AUGUST 23, 2017
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.
Contact Center Pipeline
MAY 28, 2020
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.”
Cisco - Contact Center
AUGUST 18, 2020
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.
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.
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). Schedule Adherence call center contact center flexible scheduling non-traditional schedules schedule adherence scheduling WFM workforce management
Contact Center Pipeline
DECEMBER 28, 2020
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.
Contact Center Pipeline
JANUARY 28, 2020
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 […].
Contact Center Pipeline
APRIL 3, 2020
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.
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.
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