The Hybrid Contact Center
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 Related Topics 
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Embracing Agility in the Contact Center
Contact Center Pipeline
JULY 20, 2021
Culture agile thinking agility call center change management contact center culture empowermentAgile thinking became the key to business survival during the COVID-19 crisis.
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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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy
Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
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.
Sustaining Employee Engagement in the Contact Center
Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC
Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.
This 1¢ Piece of Paper is Costing Your Contact Center Millions | The Vistio Blog
Vistio
AUGUST 15, 2021
When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.
How Contact Centers Can Help Change Lives
Contact Center Pipeline
JULY 27, 2022
If you Google prison-staffed call centers, the coverage isn’t good and rightly so. Companies have misused prison labor in the contact center for little more than their own greed. As a result, there is a black cloud that hangs over such contact centers today.
Creating a Sustainable Work-From-Home 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
Contact Center 2020: Yesterday and Today
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.
Managing Emotional Labor in the Contact Center
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?”
Top Industry Secrets for Successful Contact Center Scripting
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.
Top 3 Trends for the Future of Contact Center Training
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
Designing Inclusive Contact Center Experiences
Contact Center Pipeline
JUNE 8, 2022
This type of implicit bias can take many forms, but it’s unlikely that most contact center agents envision a person with a disability when they start a dialog. […].
Unexpected Lessons from the 2020 Contact Center
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
Winning Solutions to Keep Contact Center Agents Engaged
Speaker: Adam Saad - Founder & CEO, Tech Stack Advising
In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.
Contact Center Pipeline Magazine: Inside Our January 2022 Issue
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 […].
Locating Contact Centers in the New Normal
Contact Center Pipeline
JUNE 16, 2022
The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers. Centers that were […].
How to Retain and Engage Your Best Contact Center Agents
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 Magazine: Inside Our September 2020 Issue
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.
How to Inspire and Empower Contact Center Agents Through Collaborative Coaching
Speaker: Kate Nasser, The People Skills Coach™
Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.
Automation: The Contact Center’s Grocer
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.
Strategies for Promoting Contact Center Value and Visibility
Contact Center Pipeline
DECEMBER 9, 2021
Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. The contact center’s value is inextricably tied […].
The Fine Art of Contact Center Management
Contact Center Pipeline
MAY 24, 2022
Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. The five factors of Caller Tolerance.
How Contact Center Insights Can Improve Enterprise Operations
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?
Contact Center Virtual Summit: July 7 - 27, 2019
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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.
Where Contact Centers Go from Here
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.”
The Future of Contact Centers?
Contact Center Pipeline
MARCH 30, 2022
Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover.
The Making of a Contact Center Superagent
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 […].
Biden Administration Impact on Contact Centers
Contact Center Pipeline
APRIL 1, 2021
Contact Center Compliance call center pay CARES Act consumer privacy rights consumer rights legislation contact center compliance contact center salaries Dodd-Frank Act Family Medical Leave Act federal minimum wage FMLA labor laws labor unions paid sick leave
STIR/SHAKEN for Contact Centers
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 and COVID-19: Lessons Learned
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
Conversational AI: The Contact Center’s Superpower
Contact Center Pipeline
JULY 19, 2022
The COVID-19 pandemic has prompted many enterprises to re-think digital transformation and their approach to customer service.
Are There Better Ways to Staff the Contact Center?
Contact Center Pipeline
APRIL 7, 2021
Executives regularly ask contact center leaders to explore new operational paradigms that could benefit their organizations. Staffing call center call center planning change management contact center gig workers outsourcing remote work staffing WFH work from home
Building a Human Experience in the Contact Center
Contact Center Pipeline
JUNE 1, 2022
For many businesses, the contact center is the primary point for customer interactions, yet COVID-19 has forced these businesses to rethink their sales and service models.
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
Contact Center Pipeline Magazine: Inside Our June 2022 Issue
Contact Center Pipeline
JUNE 2, 2022
Now, as the pendulum swings back more to the center, many organizations are embracing some form of hybrid model. Inside The Issue call center contact centerRemote Work. Work from Home. Work from Anywhere. We have been covering this issue for a while now.
Align Business, Contact Center and Technology Strategies
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.
The Evolving Contact Center Supervisor
Contact Center Pipeline
DECEMBER 14, 2021
2020 was a tough year for contact center supervisors. Network and technology glitches aside, contact center agents can perform the majority of their tasks as well at home […].
Becoming an Emotionally Intelligent Contact Center Leader
Contact Center Pipeline
SEPTEMBER 21, 2021
Leadership call centers communication contact centers DISC Personality Assessment Emotional Intelligence leader development leadership skills self-awareness self-care stress managementWe are now well into 2021, and I hope this year will be a much better year for all.
AI-Enabled Agent Quality Assessments Optimize Contact Center Performance
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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!
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