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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 
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
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.
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?
See the PureCloud call center in action
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All cloud contact centers are not created equal. PureCloud software is the next-generation, all-in-one cloud contact center solution that helps you manage multichannel customer interactions from a single application.
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.
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
Forgotten Yet Key Source for Contact Center Best Practices
Call Center Coach
SEPTEMBER 5, 2018
I’ve been very fortunate to have gained different perspectives in the contact center industry. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit.
Why the best contact centers ignore survey scores
Call Center Coach
AUGUST 27, 2018
When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. I rarely have ever found a successful senior contact center leader say, “Our goal is to be average.”
Hot Trends Impacting Contact Centers: A Sole Source of Data
Contact Center Pipeline
AUGUST 29, 2017
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
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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Transform your contact center to build relationships with your customers that will last a lifetime
Contact Center Quality is NOT a Score: Stop Using Checkboxes
Call Center Coach
JULY 19, 2018
Contact center quality is transforming just like many other aspects of contact center operations. Here is an edited version of our interview: Jim Rembach : This is Jim with the Fast Leader Show and I am at Customer Contact Week with Jim Iyoob of ETech.
Worried? Is Your Contact Center Failing You?
Beyond Philosophy
NOVEMBER 6, 2017
Contact centers are often the communications lifeblood of a business. So how do you make sure your contact centre is set up to deliver the ultimate customer experience ? There are two things about communicating with a contact center that can drive clients to frustration.
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?
Contact Center Agent to Supervisor Success Path
Call Center Coach
AUGUST 14, 2018
Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Contact Center Agent to Supervisor Issues. Nowhere is this job change more evident than in the contact center.
2018 Contact Center Technology Survey Reveals Critical Needs
Contact Center Pipeline
AUGUST 15, 2018
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.
Turning Your Contact Center into a Profit Center by Leveraging Chat
Speaker: Tony Medrano, CEO of RapportBoost.ai
Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers.
What’s Holding Back the Contact Center Industry?
Fonolo
OCTOBER 3, 2018
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal.
Don’t Ignore the Economics of Your Contact Center
Contact Center Pipeline
OCTOBER 17, 2018
If you’re in call center management, you’re […]. Compensation agent pay call center contact center cost managementFair warning: Reading this article could be painful for you.
The Straight Scoop on Contact Center Analytics
Contact Center Pipeline
AUGUST 22, 2017
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.
Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!
Contact Center Pipeline
NOVEMBER 9, 2017
Strategic planning call center contact center strategic planningRemember Oscar the Grouch on “Sesame Street”? For some reason, he was our son Brendan’s favorite character. He even had an Oscar the Grouch Halloween costume!
Artificial Intelligence in Cloud-Based Solutions
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.
Four Best Practices for Onboarding New Contact Center Employees
Contact Center Pipeline
AUGUST 29, 2018
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Onboarding call center contact center hiring onboarding training
What to Expect for Contact Centers in 2018
Contact Center Pipeline
JANUARY 11, 2018
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
How You Can Make A Big Difference in Contact Centers
Call Center Coach
JULY 3, 2018
Meeting with Nate Brown from United Laboratories at ICMI’s Contact Center Expo was absolutely a thrill. Especially catching up with him after being the MC of the ICMI Global Contact Center Awards. During our interview Nate shared some important current and future insights into the contact center industry and how you can make an impact. And leave a legacy that positively impacts the entire contact center community.
Top 3 Trends in Contact Centers Today
Call Center Coach
SEPTEMBER 26, 2017
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.”
Another Disruption in Contact Centers: Pay Dramatically Increases
Call Center Coach
JULY 17, 2018
The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. With such a large number of people in society living from paycheck to paycheck…or payday to payday, contact centers can differentiate themselves by giving employees more control of when they get paid. And for many, these are the majority of workers in contact centers.
Bed Bugs Invading Contact Centers: New Issues in Performance
Call Center Coach
JUNE 25, 2018
Just when we think managing all of the different customer contact channels, and those customers that can never be satisfied is pesky – we now must add beg bugs to the list of contact center performance issues. While at ICMI’s Contact Center Expo I was walking the Expo Hall and spotted a vendor that caused me to pause. Bed bugs in contact centers?! That’s why Orkin was at the Contact Center Expo.
Lassoing the Wild West Contact Center Technology
Call Center Coach
MAY 25, 2017
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.
Hot Trends Impacting Contact Centers: Artificial Intelligence
Contact Center Pipeline
AUGUST 17, 2017
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, […].
Enhance Contact Center Engagement and Performance with Meaningful Recognition
Contact Center Pipeline
SEPTEMBER 13, 2018
In the contact center, recognition for a job well done does wonders for boosting morale and motivation. Rewards & Recognition agent engagement agent motivation agent recognition call center contact center recognition programs
Contact Center Pipeline Magazine: Inside Our October 2018 Issue
Contact Center Pipeline
OCTOBER 2, 2018
All the surveys tell us how important quality service is across contact channels. Inside The Issue call center contact centerI haven’t seen a survey yet where customers say that service isn’t important.
Coming Soon to a Contact Center Near You!
Contact Center Pipeline
JANUARY 23, 2018
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.
Are You Protected? Why Every Contact Center Needs Social Engineering Training
Contact Center Pipeline
MARCH 8, 2018
Imagine there is an angry customer calling your contact center. Data security agent training call center compliance contact center customer privacy cyberfraud cybersecurity protocols data security social engineering
Contact Centers: The Secret to Business Intelligence
Contact Center Pipeline
JULY 17, 2018
In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics
This is where you break down barriers to enhance contact centers
Call Center Coach
AUGUST 28, 2018
Contact centers around the world face similar challenges, yet so many continue to work in silos. Many contact center leaders have an opportunity to accelerate their success by collaborating with others. Infographic – Contact Center Supervisor Success Blueprint .
Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
It’s just the nature of the contact center industry. Or is it time to put humanity into your contact center? “It’s It’s time to put humanity into your contact center.” Managing a contact center is fast paced and furious.
How Artificial Intelligence Amplifies Contact Center Supervisor Performance
Call Center Coach
JULY 6, 2018
While meeting with Sean Minter of AmplifAI at ICMI’s Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor’s performance. Here is an edited transcript of our interview: Jim Rembach : Hey this is Jim with the Fast Leader Show and Call Center Coach and I’m here with Sean Minter of AmplifAI. And we know manager is the hardest job in the contact center.
Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies
Contact Center Pipeline
AUGUST 10, 2017
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.
Hall of Fame Contact Center Advice for Modern Times
Call Center Coach
AUGUST 5, 2018
And to capture some of the wisest contact center advice we often have to look to our mentors to guide us. I was humbled and reminded of this fact as I spent some time asking Gerry Barber some questions at ICMI’s Contact Center Expo. Hall of famer with the contact center industry through ICMI and we’re at the ICMI Expo. You know most of us in the contact center going to take some great representatives and say you’re a leader.
Contact Center Executive Outlook on Employee Engagement
Contact Center Pipeline
JULY 11, 2018
Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […]. Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparencyEmployee engagement continues to top the lists of management challenges—and with good reason.
Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers
Contact Center Pipeline
SEPTEMBER 21, 2017
Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating costs and deliver high-caliber customer experiences. Technology call center contact center WFO workforce optimization solutions
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