Cisco - Contact Center

AUGUST 3, 2020

I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

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. I think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

Contact Center 299

Contact Center Personalization Call Center 299

Ansafone

JUNE 27, 2022

An outsourced omnichannel call center is a great option when you have too many incoming and outgoing calls and not enough time. An omnichannel call center can answer your customers’ questions without interfering with your day-to-day operations. So an omnichannel call center may be a cost-effective solution for you.

call center solutions 62

call center solutions Call Center Interactive Voice Response Technical Support 62

CSM Magazine

AUGUST 31, 2023

Inbound call centers are crucial in any business as they serve as the first point of contact for consumers seeking assistance or information about a particular product or service. An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

Contact Center Pipeline

APRIL 3, 2020

I 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. You will always find people who are […].

Contact Center 264

Contact Center Call Center 264

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 […]. I hope the new year brings much health and happiness. This is an exciting month.

Contact Center 182

Contact Center Call Center 182

Contact Center Pipeline

JANUARY 4, 2023

Welcome 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. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total […].

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

DECEMBER 2, 2022

Contact Center Pipeline had a very good 2022. TIS 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. The end of one year and the start of another seems to naturally inspire this. I […].

Contact Center 130

Contact Center Call Center 130

Outsource Consultants

FEBRUARY 28, 2023

magazine today revealed that Outsource Consultants is ranked on its third annual Inc. About Outsource Consultants Outsource Consultants is a call center outsourcing advisory firm that specializes in matching companies with outsource call centers that are a perfect fit. Regionals Midwest honoree. and the Inc.

Consulting 128

Consulting Consulting outsourcing Call Center 128

Contact Center Pipeline

JUNE 2, 2022

Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Remote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now. Many organizations embraced remote work teams prior to Covid, but what an acceleration we saw! Be sure to […].

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

FEBRUARY 5, 2020

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience! Our February issue […].

Contact Center 222

Contact Center Customer Experience Call Center 222

Contact Center Pipeline

DECEMBER 2, 2021

Contact Center Pipeline had a very good 2021. TIS 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. The end of one year and the start of another seems to naturally inspire this. I […].

Contact Center 147

Contact Center Call Center 147

Monet Software

FEBRUARY 15, 2019

Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. The winning solutions provide exemplary business management tools, advancing the call center, CRM and teleservices industries.

CRM 54

CRM Quality management Analytics Contact Center 54

Contact Center Pipeline

NOVEMBER 2, 2021

Kind of reminds me of our contact centers. What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. There is the scary, the delightful and the practical. And that just about sums up our November […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

APRIL 4, 2022

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t. I thought it would take us a few months, COVID would be under control and life would resume back […].

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

OCTOBER 4, 2021

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles. In the midst of COVID, the anniversary of September 11 and hurricane season, […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

MARCH 2, 2022

This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our readers with timely, expert insights every month. Reflecting back on our journey, I certainly don’t feel unlucky.

Contact Center 130

Contact Center Call Center 130

Contact Center Pipeline

SEPTEMBER 2, 2021

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies. You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash. We wish her nothing but the best as she starts a […].

Contact Center 147

Contact Center Technology Call Center 147

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Contact Center Pipeline

FEBRUARY 2, 2022

Welcome to the February issue of Contact Center Pipeline. The February feature looks at how labor market pressure may bring contact center […]. This month, we include a special report on the Biden Administration’s Executive Order on Transforming Federal Customer Experience.

Contact Center 130

Contact Center Marketing Customer Experience Call Center 130

Contact Center Pipeline

AUGUST 4, 2021

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. Please check […].

Contact Center 147

Contact Center Call Center 147

ShepHyken

NOVEMBER 27, 2023

BONUSES 15 Surprises for Boosting Agent Morale by Call Centre Helper Magazine (Call Centre Helper Magazine) Are you tired of using the same old games and prizes? My Comment: Several times this year, Call Center Helper has interviewed me about various customer service and CX topics.

Customer Service 169

Customer Service Morale Customer retention Marketing 169

Contact Center Pipeline

JUNE 2, 2020

These are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy? Can we start to re-open our office doors? If so, how does that look and what are the […].

Contact Center 189

Contact Center Call Center 189

Contact Center Pipeline

JULY 2, 2021

In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. We cover a wide variety of topics this month in our July issue. Culture is always challenging and now more so.

Contact Center 147

Contact Center Personalization Call Center Customer Service 147

Contact Center Pipeline

MAY 4, 2020

Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […]. What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true.

Contact Center 182

Contact Center Call Center 182

Contact Center Pipeline

APRIL 2, 2021

Could there be much more change in the air than in our centers? There are signs of spring everywhere. The little tree frogs are singing, flowers and trees are budding, the days are longer… all this to say there is change in the air. Change is everywhere. Talk of agility in dealing with the changing […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

MARCH 2, 2021

Contact Center Pipeline started 12 years ago, 145 issues ago… in March 2008. We had less than a handful of sponsors… and not any more subscribers than that! We built a website with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! But, we […].

Contact Center 147

Contact Center Call Center Customer Experience 147

Contact Center Pipeline

JANUARY 6, 2020

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

Contact Center 182

Contact Center Call Center Customer Service Customer Experience 182

Contact Center Pipeline

JANUARY 5, 2021

Welcome to 2021 and the January issue of Contact Center Pipeline. We are introducing our new advisory board members in Susan’s article this month as they share their thoughts on what 2021 will bring for our contact centers. I hope the new year brings much health and happiness. This is an exciting month. I look […].

Contact Center 147

Contact Center Employee engagement Call Center Management 147

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Lindsey Havens. Nabahat Shanza. Art Coombs. ArthurFCoombs. Lindsey Havens.

Call Center 140

Call Center call center software outsourcing Coaching 140

Contact Center Pipeline

JULY 2, 2020

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].

Contact Center 162

Contact Center Call Center 162

Contact Center Pipeline

DECEMBER 2, 2020

As the year draws to a close, I extend wishes to you and your loved ones for the best of holidays and a very peaceful New Year. The end of 2020 marks quite a year. Not only has COVID-19 affected us individually and within our families, but our organizations have had quite the challenge of […].

Contact Center 147

Contact Center Call Center 147

Contact Center Pipeline

MAY 4, 2021

Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity.

Contact Center 130

Contact Center Call Center 130

Balto

NOVEMBER 29, 2022

The call center industry has evolved dramatically in recent years, particularly with pretty incredible advancements in call center technology. From utilizing cloud call centers to self-service channels and the rise of AI software, a contact center is no longer a remote office with a few business phone lines.

Call Center 52

Call Center Technology Interactive Voice Response Analytics 52

CSM Magazine

OCTOBER 6, 2023

Customer service call centers can be especially stressful for the employees who work there day to day. Here are six improvements you can make to improve employee satisfaction and retention in call centers. Creating a calm and comfortable atmosphere for high-stress jobs like a call center is important.

Call Center 59

Call Center Scripts Customer Service 59

Contact Center Pipeline

AUGUST 4, 2020

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our […].

Contact Center 147

Contact Center Management Call Center 147

CSM Magazine

FEBRUARY 7, 2022

million people working in call centers across the United States according to Statista.com. These facilities are the backbone of numerous industries’ customer service operations which rely upon these call centers and call center agents to ensure their customers are receiving the best experience possible.

Call Center 98

Call Center Enterprise Marketing Customer Service 98