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Building a Resilient Contact Center
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.
Contact Center Related Topics 
Contact Center Metrics Roundup
Contact Center Pipeline
OCTOBER 30, 2019
The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. Metrics call center contact center contact center metrics customer experience customer metrics key performance indicators KPIs
Trending Sources
Revisiting Contact Center Schedule Adherence
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).
Continuum Global Services: Launching A New Contact Center Industry Brand
Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.
The Number One Factor in Your Contact Center’s Success
Speaker: Jim Rembach, President of Call Center Coach
The Making of a Contact Center Superagent
Contact Center Pipeline
NOVEMBER 26, 2019
The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […].
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The Future of the Contact Center
Contact Center Pipeline
AUGUST 22, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Technology AI analytics artificial intelligence automation bots call center contact center industry research mobile apps robotic process automation RPA WFM workforce management
4 Characteristics of Best-in-Class Contact Centers
Contact Center Pipeline
DECEMBER 13, 2017
While no secret formula makes for an outstanding experience, ICMI has uncovered four characteristics that the ICMI Global Contact Center Awards winners […]. Customer Service call center call center awards contact center customer service world-class service
Make Contact Center Technology a Strategic Tool
Contact Center Pipeline
NOVEMBER 21, 2019
I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative.
Creating a collaborative contact center culture
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.
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Contact Center Supervisor Training – Contact Center Fitness Boot Camp
Call Center Coach
JANUARY 8, 2019
Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness.
Making AI Work in the Contact Center
Contact Center Pipeline
JULY 17, 2019
Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-service
NEW Ways to Supercharge Contact Center FCR and AHT Performance
Call Center Coach
AUGUST 1, 2019
I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.
Declaring Victory in the War on Contact Center Agent Performance
Call Center Coach
JANUARY 15, 2019
Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. And in contact centers they all need to be managed for success.
Tear Apart and Put Together Your New Contact Center
Call Center Coach
FEBRUARY 28, 2019
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.
Contact Center Cost Models Help Quantify ROI
Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.
Contact Center Nation
Contact Center Pipeline
JANUARY 16, 2018
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.
Contact Centers Stream Past Virtual Agents to Virtual Presence
Call Center Coach
MARCH 26, 2019
For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!
Differentiator Series, Part 5: Selling and Promoting the Contact Center
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.
Managing Different Personalities in the Contact Center: The Platinum Rule
Contact Center Pipeline
JUNE 26, 2019
Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testingEarly in my management career, I followed the Golden Rule: Treat others as I would want to be treated.
Contact Center Customer Experience Best Practices
Callminer
APRIL 20, 2018
Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. What customer experience best practices to you leverage in your contact center?
Why Your Contact Center Knowledge Base Needs to be Visual
TechSee
DECEMBER 3, 2019
Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.
Now What? The Impact of Chaos on Contact Center Operations
Contact Center Pipeline
FEBRUARY 7, 2018
In these days, the question is asked frequently and not always as it relates to the contact center. Strategic planning call center change management contact center leadership process improvement scalability workforce management
Why You Shouldn’t Hire Siri and Alexa in Your Contact Center
Call Center Coach
AUGUST 8, 2019
But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.
Is Your Contact Center a Fantasyland… Or Not?
Contact Center Pipeline
NOVEMBER 7, 2019
Leadership call center contact center culture customer experience governance strategic decision-makingI am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland.
Contact Center Pipeline Magazine: Inside Our December 2019 Issue
Contact Center Pipeline
DECEMBER 3, 2019
Contact Center Pipeline had a very good 2019. 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.
How to Make the Transition to Customer Service Outsourcing
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
This Is What Destroys Contact Center Morale
Call Center Coach
AUGUST 16, 2018
And this is what destroys contact center morale? Just like your customers hate to have an expectation not met, so do your contact center agents. Let’s get real, how many of your contact center agents actually interact with c-level executives?
Three Ways to Boost ROI from Contact Center Tech Investment
Contact Center Pipeline
NOVEMBER 27, 2019
Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. As the market matures, advanced call center functionality, smart tools and omnichannel platforms are increasingly becoming table stakes.
Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets
Call Center Coach
JULY 12, 2019
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. Contact Center Industry Facts.
Leadership that Engages in Contact Centers: Top Experts Reveal Secrets
Call Center Coach
JULY 11, 2019
The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. Dee Kohler Director of Contact Center Service Excellence At Prime Therapeutics.
7 Tips for Creating A Contact Center that Fuels Transformation
Call Center Coach
SEPTEMBER 21, 2018
7 Tips for Creating A Contact Center that Fuels Transformation. Being a contact center leader has become more important in business transformation than being a CEO. In a contact center the most important leaders in the transformation are on the frontline.
Moral Leadership in the Contact Center
Contact Center Pipeline
AUGUST 8, 2019
Leadership call center contact center culture leadership role modeling values workplace ethics
Four Key Contact Center Technologies for 2019
Contact Center Pipeline
JANUARY 23, 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions.
Successful On-boarding in Contact Centers: Top Experts Reveal Secrets
Call Center Coach
JULY 9, 2019
The second step ( the first step ) in the contact center agent journey comes with the on-boarding process. In my experience seeing many contact center operations, I see this area of the agent journey being full of improvement opportunities. Contact Center Industry Facts.
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