Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. The center is equipped with (or pursuing) technology that enables both.

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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

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Contact Center Pipeline Magazine: Inside Our December 2020 Issue

Contact Center Pipeline

Inside The Issue call center compliance contact center COVID-19 data security digital transformation hiring recruiting remote work training work from home

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

Contact Center Pipeline

Technology call center CCaaS cloud communications cloud solutions collaboration tools contact center Contact Center as a Service remote agents remote collaboration WFH work from home

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Preventing Contact Center Agent Burnout

Contact Center Pipeline

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call


Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly.

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies. Inside The Issue call center contact centerI think Greek philosopher Plato said it correctly: Necessity is the mother of invention.

Contact Center Trends 2021: The CX Watershed


After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

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). Schedule Adherence call center contact center flexible scheduling non-traditional schedules schedule adherence scheduling WFM workforce management

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

In 2016, I spoke at a customer conference and the topic was, “Contact Center 2020.” At the time, 2020 seemed like it was forever away, and I had carte blanche to forecast whatever I wanted to about the potential state of the contact center in 2020. Technology AI call center cloud platforms contact center CTI IVR self-service technology evolution

Coaching During Covid-19: Six Remote-Coaching Tips For Contact Centers

Contact Center Pipeline

Now that call centers have transitioned to working from home, many managers and supervisors are finding coaching remotely to have its challenges. Coaching agent development agent performance call center contact center remote agents remote coaching WAH WFH work from home work-at-hom

2020 Contact Center Retrospective

DMG Consulting

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation.

Where Contact Centers Go from Here

Contact Center Pipeline

Strategic planning call center cloud contact center cloud solutions contact center COVID-19 digital channels omnichannel work from home work-at-homeEveryone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

Contact Center Metrics Roundup

Contact Center Pipeline

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 KPIsBut to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.”

Five Key Decisions for Buying Contact Center Technology

Contact Center Pipeline

Technology best-of-breed solutions call center technology cloud solutions contact center technology technology ecosystem technology procurement technology project scope technology sourcing UC unified communications value-added resellers VARs vendor selection

Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent and the recommendations of the Center for Disease Control (CDC) continued to be refined and narrowed in terms of social distancing and number of people allowed in a single gathering, the […]. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Shifting to the New Hybrid Work for Contact Centers


What will contact center work environments look like in the coming months? Listen to the brief introduction from Darrius as he addresses these issues and drives our conversation on the new world of Hybrid Working for contact center operations.

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […]. Agent Development agent development agent skill sets call center contact center culture superagents universal agents upskilling work environment

Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

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. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

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. Executive Support call center contact center customer analytics demonstrating value executive buy-inOur final installment of the differentiator series is perhaps the most important for customer service leadership.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Contact Center Pipeline

That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Inside The Issue analytics call center contact center COVID-19 customer engagement customer experience empathy forecasting hybrid teams industry research Knowledge Management scheduling speech analytics work from home workforce management

COVID is Creating a Surprising Contact Centers Trend


Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic. The pandemic thrust contact centers on to the frontline. Read the Full Industry Report Here: Contact Center Trends 2021.

Make Contact Center Technology a Strategic Tool

Contact Center Pipeline

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. Technology call center contact center cross-functional collaboration sourcing strategy technology implementation technology planning technology procurement technology project planning technology ROI

How a Cloud Contact Center Cuts Infrastructure Costs & Improves Service


When it comes to contact center infrastructure, the cloud is where it’s at. Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future.

Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

Transform Your Contact Center from an Expense to a Revenue Source

Contact Center Pipeline

Contact centers are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […]. No matter the brand, customer service needs to be a priority.

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. Call Center Conferences call center call center events contact center leadership development

Contact Center Industry Perspectives and Resources


We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. CCNG hosted an interactive open forum for all members to address issues related to the COVID-19 spread and how our members' contact centers are dealing with people, planning, and procedures. Contact centers during a crisis: An action plan from experts.

After the Pandemic: How to Bring Back the Contact Center

Contact Center Pipeline

The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. As Chief Operating Officer of Televerde, I lead hundreds of contact center employees across 10 global […]. Crisis Management agent development call center communication contact center COVID-19 crisis management culture leadership training transparency

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime

The Future of the Contact Center

Contact Center Pipeline

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 managementOur focus was on which technologies are expected to have the greatest impact and what that impact might be.

COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope

Contact Center Pipeline

Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? Crisis Management call center contact center COVID-19 remote working WFH work from home workplace environmentI thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […].

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

Contact Center Pipeline

Inside The Issue call center call center recruiting contact center COVID-19 Customer Service Week employee engagement leadership work from homeI love Customer Service Week.

Contact Center Executive Outlook on 2020 and Beyond

Contact Center Pipeline

That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […]. Customer Experience agent role call center contact center customer experience CX design CX vision CX-UX alignment digital technology Gen Z generational trends proactive customer care training user experience

60-Day Plan: Practical Upgrades for Your Remote Contact Center

Speaker: Roger Lee, VP Customer Success, Gridspace

As a result of COVID-19, contact centers are grappling with new challenges related to a remote agent workforce: agent absenteeism, long hold times, poor home internet and audio quality, less oversight, and new security and privacy risks -- all on top of unique customer demands. During this conversation, Roger Lee, VP of Customer Success at Gridspace, will share practical tips for how software can solve these problems in less than 60 days