Contact Center Related Topics 
Contact Center Pipeline
DECEMBER 29, 2022
The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers.
Vistio
AUGUST 15, 2021
When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.
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Contact Center Pipeline
MARCH 14, 2023
There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud.
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
Contact Center Pipeline
NOVEMBER 18, 2021
As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like.
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
Contact Center Pipeline
MARCH 16, 2023
Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our children. It is also a reference to experiencing challenging and painful times in our personal and professional lives.
Contact Center Pipeline
JULY 21, 2021
Innovation agent empowerment agent engagement agent feedback call center change management Collaboration contact center continuous improvement cross-functional alignment innovation
Contact Center Pipeline
NOVEMBER 9, 2021
Recruiting & Hiring recruiting remote work virtual contact centers WFH work from home workers with disabilitiesMore than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live.
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
Contact Center Pipeline
JANUARY 18, 2023
The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022.
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.
Contact Center Pipeline
MARCH 2, 2023
But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team. A special shoutout to Steve, Frank, Susan, Ellen, […] Inside The Issue Magazine call center contact center
Contact Center Pipeline
JUNE 9, 2021
The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Remote Working Technology contact center industry trends onboarding remote-work tools technology; call center work from home
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Join us as we bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. These sessions will show you the strategies top people in the industry are using and recommend.
Upstream Works
MARCH 16, 2023
We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.
Nuance
MARCH 6, 2023
As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.
ShepHyken
JANUARY 22, 2021
Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.
NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works
Contact Center Pipeline
JUNE 8, 2021
The world of contact center training is complicated. Training & Development blended learning call center contact center in-person training industry research new-hire training onboarding remote training training training life cycle
Myra Golden Media
FEBRUARY 4, 2023
So, what are the top five underutilized soft skills for contact center agents? Customer Experience Design AHT Call Center Call Center Call Control Call Control
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.
Contact Center Pipeline
JANUARY 19, 2021
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Technology AI artificial intelligence call center contact center COVID-19 customer experience digital transformation intelligent chatbots omnichanne
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
Contact Center Pipeline
MARCH 24, 2021
Agent Engagement agent motivation call center communication contact center COVID-19 culture employee engagement growth & development WAH WFH work from home work-at-homeCan you ever have enough high performers?
Contact Center Pipeline
AUGUST 10, 2021
Stress Management agent burnout agent morale call center complaint handling contact center emotional labor irate customers stress managementThe phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?”
Contact Center Pipeline
AUGUST 12, 2020
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.
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 […].
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.
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.”
Contact Center Pipeline
APRIL 7, 2020
To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. Home Agents call center contact center COVID-19 crisis management remote work work-at-home program
Real Blue Sky
MARCH 6, 2023
There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. The post Should You Outsource Your Contact Center?
Contact Center Pipeline
DECEMBER 1, 2021
What do you picture when someone says “contact center”? But when I think of contact centers, the first thing that comes to […]. Rows of employees at computers with headsets? An office full of tiny cubicles?
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Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!
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
Contact Center Pipeline
JANUARY 4, 2023
Inside The Issue call center contact centerWelcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023.
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.
Contact Center Pipeline
JANUARY 4, 2022
Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
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