Expert insights. Personalized for you.
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 MORE
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. MORE
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 MORE
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. MORE
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 MORE
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 MORE
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 MORE
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 MORE
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. MORE
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. MORE
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. MORE
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 MORE
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 MORE
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 MORE
Technology AI artificial intelligence call center automation chatbots contact center technology intelligent virtual agents robotic process automation RPA virtual assistantsIn times of crisis, we often find heroes in the unlikeliest of places. MORE
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 MORE
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. MORE
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. MORE
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 […]. MORE
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 MORE
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.” MORE
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. MORE
Inside The Issue call center compliance contact center COVID-19 data security digital transformation hiring recruiting remote work training work from home MORE
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? MORE
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. MORE
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 […]. MORE
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. MORE
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 MORE
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. MORE
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. MORE
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 MORE
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. MORE
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 MORE
Contact Center Related Topics 
Contact Center Pipeline
NOVEMBER 24, 2020
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.
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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
DECEMBER 2, 2020
Inside The Issue call center compliance contact center COVID-19 data security digital transformation hiring recruiting remote work training work from home
Contact Center Pipeline
NOVEMBER 19, 2020
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
Advertisement
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.
|
Callminer
NOVEMBER 18, 2020
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
SEPTEMBER 2, 2020
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.
Fonolo
NOVEMBER 17, 2020
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.
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). Schedule Adherence call center contact center flexible scheduling non-traditional schedules schedule adherence scheduling WFM workforce management
Advertisement
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 Pipeline
JANUARY 22, 2020
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
Contact Center Pipeline
NOVEMBER 17, 2020
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
DMG Consulting
DECEMBER 1, 2020
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.
Contact Center Pipeline
MAY 28, 2020
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?
Advertisement
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.
Contact Center Pipeline
MARCH 25, 2020
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 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 KPIsBut to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.”
Contact Center Pipeline
OCTOBER 14, 2020
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 Pipeline
APRIL 7, 2020
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
Advertisement
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.
CCNG
OCTOBER 14, 2020
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.
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 […]. Agent Development agent development agent skill sets call center contact center culture superagents universal agents upskilling work environment
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. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].
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. 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.
Advertisement
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
NOVEMBER 3, 2020
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
Fonolo
NOVEMBER 24, 2020
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.
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. Technology call center contact center cross-functional collaboration sourcing strategy technology implementation technology planning technology procurement technology project planning technology ROI
LiveVox
DECEMBER 1, 2020
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.
Advertisement
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.
Contact Center Pipeline
NOVEMBER 10, 2020
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 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. Call Center Conferences call center call center events contact center leadership development
CCNG
JULY 12, 2020
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.
Contact Center Pipeline
JUNE 25, 2020
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
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime
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 managementOur focus was on which technologies are expected to have the greatest impact and what that impact might be.
Contact Center Pipeline
JUNE 10, 2020
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
OCTOBER 2, 2020
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 Pipeline
SEPTEMBER 12, 2019
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
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
169 
Let's personalize your content