5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Trust is Important in the Contact Center

Call Center Weekly

By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. The return on the investment we make on the agents positively effects many areas in the center. CCW contact center employee engagement leadership

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Putting Humanity in Contact Centers

Customer Relationship Metrics

It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.

Hot Trends Impacting Contact Centers: Artificial Intelligence

Contact Center Pipeline

In our five-part series on hot topics that are impacting contact centers, we asked industry thought leaders for their insights on why these topics are worth exploring, how they will affect contact center operations, what actions leaders can take to prepare their centers, […].

ACD in a Modern Contact Center

Bright Pattern

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology.

The Measures Every Contact Center Should Have

Brad Cleveland

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully.

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is so critical to modern contact centers.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial intelligence and millennials. Technology call center contact center data management data sources

Lassoing the Wild West Contact Center Technology

Call Center Coach

And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. As Lori states, when it comes to contact center technology, all of this is happening.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland scheduling workforce management

Is your chatbot contact center smart?

Call Center Coach

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find Out

Contact Center Pipeline

Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Metrics call center contact center key performance indicators KPIs performance metrics

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Recent WebTV Interview on Contact Center Measures

Brad Cleveland

In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports. Call Center Contact Center Customer Service Leadership Workforce Management Brad Cleveland leadership workforce management

Too Many Contact Centers Missing the Boat

Brad Cleveland

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization.

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland ICMI leadership

Multichannel Contact Centers, by the Numbers

Brad Cleveland

How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume.

Caution: Don’t View Contact Center Performance Measures in Isolation

Brad Cleveland

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.

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.

The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships leadership

Customer Service and Contact Center Statistics

Brad Cleveland

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating it often.

Hot Trends Impacting Contact Centers: Employee Engagement

Contact Center Pipeline

Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that.

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

10 Things Executives Should Know About Contact Centers

Brad Cleveland

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadershipI recently co-authored an eBook with Justin Robbins for ICMI and Five9.

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations.

Are contact centers making the right chatbot decisions?

Call Center Coach

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? at Call Center Week in Las Vegas. AI chatbots can support your contact center agents too.

Bringing Quality Monitoring into the Heart of the Contact Center

Contact Center Pipeline

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM).

The Best Managed Contact Centers: #12 – They See the Possibilities

Brad Cleveland

The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software.

Why your contact center is a massive fraud risk

Call Center Coach

This has left your contact center vulnerable. To fraudsters, they see your contact center as a huge fraud opportunity. Why your contact center is a massive fraud risk” Click to Tweet. Fraud in call centers increased by 113% in 2016.

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Uncategorized Videos Workforce Management Brad Cleveland multichannel workforce management

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

The Marriage of AI and Customer Contact Centers

Blueworx

The future of contact centers will predict a customer’s inquiry and foresee what it is they’re calling about. By using artificial intelligence (AI), future contact centers will also be able […].

The Best-Managed Contact Centers: #6 – They Leverage the Key Statistics

Brad Cleveland

Contact center measurements are plentiful and it’s easy to get buried in information. They know that trying to focus on too many things is … Call Center Contact Center Customer Service Leadership Research/Statistics Brad Cleveland Call Center Management On Fast Forward

How Much Can Chatbots Save Your Contact Center?

Aspect

Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. The post How Much Can Chatbots Save Your Contact Center?

Is Omnichannel Language Support in your Contact Center Strategy?

Call Center Coach

In our ever-growing global economy, omnichannel language support needs to be included in your contact center strategy. Learn why omnichannel language support is needed in your contact center. The post Is Omnichannel Language Support in your Contact Center Strategy?

Contact Center Pipeline Magazine: Inside Our September 2017 Issue

Contact Center Pipeline

Inside The Issue call center contact centerHurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas.

The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission

Brad Cleveland

The best contact centers identify the technologies that further the mission of the organization, and they implement them with the necessary foresight, planning and training.

6 Secrets for Boosting Customer Satisfaction in the Contact Center

Fonolo

In our most recent whitepaper, we provide a playbook for contact centers to use as a guide to improving customer satisfaction. Here, we’re going to discuss 6 secrets your call center can adopt to ensure high caller satisfaction.