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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
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
SEPTEMBER 1, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
Maximize Contact Center Impact and Value
Brad Cleveland
APRIL 19, 2018
Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. The video is from the course Managing a Customer Contact Center.
Study: The Health of the Contact Center
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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.
Managing a Contact Center: The Immutable Laws
Brad Cleveland
SEPTEMBER 21, 2017
For contact centers to deliver great service they need to get the right resources in the right places at the right times. I recently created a course for Lynda.com on Managing a Customer Contact Center. This is no easy task.
10 Things Senior Leaders Should Know About Contact Centers
Brad Cleveland
SEPTEMBER 26, 2017
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.
Differentiator Series, Part 5: Selling and Promoting the Contact Center
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.
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.
Executive Report: The Customer Data Too Often Overlooked by the C-Suite
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rely on contact. center data 39%. sources that are democratized, such as contact. center data–a goldmine for customer insights. Often overlooked, the contact center provides. CUSTOMER, THE CONTACT. invaluable resource, transforming the contact.
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
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
Managing a Contact Center in Real-Time
Brad Cleveland
DECEMBER 14, 2017
Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We need to be able to respond.
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.
Keys to Contact Center Consistency and Compliance
Call Center Weekly
NOVEMBER 9, 2017
Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Call Center CCW contact center Metrics Quality
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!
Improve Your Contact Center Through Agent Training and Development
Call Center Weekly
OCTOBER 9, 2017
How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Call Center CCW customer service Learning & Development Training
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
The Measures Every Contact Center Should Have
Brad Cleveland
OCTOBER 9, 2017
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully.
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.
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.
Welcome to the Contact Center
Call Center Weekly
OCTOBER 13, 2017
By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Very few are aware of the people, infrastructure, strategy, and technology involved to build a high performing center.
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, […].
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?
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.”
Is Virtual the Next Reality for Contact Centers?
Aspect
SEPTEMBER 27, 2017
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.
Is SIP Right for Your Contact Center?
Contact Center Pipeline
FEBRUARY 21, 2018
Vendors, analysts and perhaps even your IT department may position SIP as a panacea for the contact center. Technology call center contact center multimedia communications Session Initiation Protocol SIP SIP trunking VoIP
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
Contact Center Pipeline
DECEMBER 12, 2017
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.
Celebrating 30 Years of Contact Centers
Brad Cleveland
OCTOBER 6, 2015
Call Center Contact Center Customer Experience Customer Service Videos Brad Cleveland customer experience ICMI
5 Tips to Lower Contact Center Attrition
inContact
DECEMBER 5, 2017
Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.
The Contact Center’s Role in Building Self-Service Channels
Brad Cleveland
AUGUST 22, 2017
Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.
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
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.
5 Secrets of Accurate Scheduling in Today’s Contact Center
Brad Cleveland
DECEMBER 14, 2016
Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland scheduling workforce management
Artificial Intelligence in the Contact Center
Blueworx
OCTOBER 3, 2017
The post Artificial Intelligence in the Contact Center appeared first on Blueworx. Blog AI Alexa Artificial Intelligence Contact Center IBM Watson IVRWe are all exposed to some form of Artificial Intelligence (AI) on a daily basis.
Embrace Tenure Diversity in Your Contact Center
inContact
APRIL 19, 2018
Contact centers should be comprised of new agents as well as agents with experience in the role. Embracing tenure diversity in the contact center provides new opportunities on all fronts, for new agents as well as those hitting anniversary milestones.
3 Ways the Contact Center Contributes to Customer Experience
Brad Cleveland
MAY 18, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships
Contact Center Pipeline Magazine: Inside Our March 2018 Issue
Contact Center Pipeline
MARCH 6, 2018
It is gratitude month for me at Contact Center Pipeline! Inside The Issue call center contact centerWelcome to our March issue! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat!
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.
Hot Trends Impacting Contact Centers: Millennials
Contact Center Pipeline
AUGUST 24, 2017
The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. Technology call centers contact centers customer experience digital transformation employee engagement millennials
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