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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 
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.
Trending Sources
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
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.
The Number One Factor in Your Contact Center’s Success
Speaker: Jim Rembach, President of Call Center Coach
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).
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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
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.
5 Ways Tomorrow's Contact Center Will Deliver Value
Call Center Weekly
MAY 1, 2019
Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? This article explores the contribution of contact centers towards the end of an organization's customer experience journey.
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.
Study: The Health of the Contact Center
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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.
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Moral Leadership in the Contact Center
Contact Center Pipeline
AUGUST 8, 2019
Leadership call center contact center culture leadership role modeling values workplace ethics
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.
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
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!
How to Make the Transition to Customer Service Outsourcing
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
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.
Three Ways Contact Center Staffing and Training Has Evolved
Contact Center Pipeline
AUGUST 20, 2019
Agent Development adult learning blended learning call center contact center continuous development microlearning performance-based curriculum training programsIt seems like every day we learn about a new brick-and-mortar retail giant that is closing stores across the country.
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.
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.
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 Pipeline Magazine: Inside Our August 2019 Issue
Contact Center Pipeline
AUGUST 2, 2019
I sure hope Contact Center Pipeline is on it!! Inside The Issue call center contact centerIt’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List.
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.
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?
The Health of the Contact Center: Are You Ready for 2019?
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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.
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
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.
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.
Trust is Important in the Contact Center
Call Center Weekly
JULY 24, 2017
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
The Top 3 Ways to Forecast for Your Contact Center
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it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. than actuals, contact centers overstaff to cover.
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?
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
Contact Center Pipeline
AUGUST 14, 2019
While the competition for top talent intensifies across the business landscape, contact centers often feel the impact more than most. Agent Engagement agent engagement call center rewards contact center culture employee feedback performance management
Multilanguage Support in the Contact Center
Call Center Weekly
JULY 6, 2018
This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? CCW contact center customer service
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.
The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.
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.
Contact Center Trends that Drive Company Growth
Ansafone
AUGUST 21, 2019
Keeping your contact center up to date with the latest trends and smartest best practices plays a crucial role in business growth. The post Contact Center Trends that Drive Company Growth appeared first on Ansafone Contact Centers.
Two Factors Make It Easy for Contact Center Chat
Call Center Coach
FEBRUARY 27, 2019
The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.
Are contact centers making the right chatbot decisions?
Call Center Coach
SEPTEMBER 11, 2017
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.
Your Complete Customer Engagement Handbook
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