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

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

4 Characteristics of Best-in-Class Contact Centers

Contact Center Pipeline

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

Coming Soon to a Contact Center Near You!

Contact Center Pipeline

Bots, asynchronous messaging, augmented reality and machine learning are at the doorstep of the contact center, too, modifying the customer journey and putting pressure on traditional businesses […]. The landscape for engaging with customers is changing fast.

Study: The Health of the Contact Center

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.

What to Expect for Contact Centers in 2018

Contact Center Pipeline

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. Technology agent desktop analytics call center contact center omnichannel

Contact Center Nation

Contact Center Pipeline

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.

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, […].

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Videos Brad Cleveland customer experience ICMI

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.

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.

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

Driving Margins by Minimizing Contact Center Costs

Contact Center Pipeline

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place.

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. Technology call centers contact centers customer experience digital transformation employee engagement millennials

Top 3 Trends in Contact Centers Today

Call Center Coach

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” AI is making the contact center agent a more valued organizational asset.”

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.

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

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.

Welcome to the Contact Center

Call Center Weekly

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Very few are aware of the people, infrastructure, strategy, and technology involved to build a high performing center.

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

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?

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.

Now What? The Impact of Chaos on Contact Center Operations

Contact Center Pipeline

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

Agent Turnover Still No. 1 Challenge for Contact Centers

Contact Center Pipeline

High agent turnover has been a leading source of frustration in contact centers for decades. As Pipeline readers may recall from the Contact Center Challenges & Priorities for 2017 survey findings […].

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

Contact Center Pipeline Magazine: Inside Our May 2017 Issue

Contact Center Pipeline

Know what I love best about the contact center industry? Inside The Issue call center contact centerIt is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.

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.

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.

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.

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.

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.

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.

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 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.

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.

5 Tips to Lower Contact Center Attrition

inContact

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

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

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.