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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 
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?
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
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.
Build a bot with the Genesys PureCloud platform and Amazon Lex
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The GenesysTM PureCloudTM platform was the first contact center solution to provide a direct Amazon Lex integration—giving you a powerful and simple tool to create a customer experience that’s the best available IVR technology in the market.
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.
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.
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.
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
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?
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.
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.
It’s time to replace your contact center duct tape and bailing wire
Call Center Coach
AUGUST 17, 2018
Meeting with Jens Eckels from Avaya at Customer Contact Week in Las Vegas I started thinking about how in our rapidly changing world – where customers place speed extremely high on their needs list that being operationally slow due to your systems is foolishly risky.
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
Contact Center Pipeline
AUGUST 14, 2018
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.
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.
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.
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!
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.
[INFOGRAPHIC] Accelerated Skill Development for Contact Center Supervisors
Call Center Coach
AUGUST 7, 2018
Accelerating the skill development for contact center supervisors has for a long time been a want for senior leaders. When you review the current state of learning in contact centers and the mindset of learners, and the data on developing high-performance (Read: How to Build a Supervisor Dream Team in Your Contact Center ) you’ll recognize that a single learning delivery methodology can’t possibly prepare supervisors to meet contact center needs.
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
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 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
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.”
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.
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.
Contact Center Pipeline Magazine: Inside Our August 2018 Issue
Contact Center Pipeline
AUGUST 2, 2018
Time slows down… except at Contact Center Pipeline. Inside The Issue call center contact centerIt’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […].
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.
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.
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, […].
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
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.
Contact Center Future Shock: Channels May Become Part of Our Past
Call Center Coach
JUNE 23, 2018
While meeting with Brad Cleveland at the Contact Center Expo in Orlando we explored a bit of the future of what’s to come in contact centers. When I think about the legacy aspects of the contact center, we haven’t really been configured that way. And so, when you think about it from that perspective, growth of contact centers just going to continue to climb and climb.
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.
4 Measurements of CX Success in the Outsourced Contact Center
Callminer
JULY 22, 2018
Let’s take a look at 4 critical measurements to determine the effectiveness (or, conversely, ineffectiveness) of the outsourced contact center: 1) Service Level. The post 4 Measurements of CX Success in the Outsourced Contact Center appeared first on CallMiner.
Importance of Scalability in the Contact Center
Fenero
AUGUST 16, 2018
To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain.
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
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.
Create a Contact Center Service That Sparkles
Call Center Coach
FEBRUARY 8, 2018
Service innovation has for years been a central part of my consulting practice, especially those industries with excessive customer contact: hotels, banks, hospitals, retail stores and call centers. If the innovation spotlight was put on a call or contact center, what would be the outcome. On the inside, call center leaders are focusing on the means—IVR, CRM, CTI, AHT, UCD, ACD and ASA. Create a Contact Center Service That Sparkles – Click to Tweet.
Chatbot Best Practices in Contact Centers
Call Center Coach
SEPTEMBER 14, 2017
The rate of change in contact centers is accelerating. Fueled by the worldwide proliferation of mobile devices, more interactions are pointed to your contact center than ever before. To survive, you must learn about chatbot best practices in contact centers NOW.
See You At Contact Center Week For Discussions, Demos, and Copper Mules
Callminer
JUNE 12, 2018
Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.
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