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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 
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.
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Contact Center Metrics Roundup
Contact Center Pipeline
OCTOBER 30, 2019
The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. Metrics call center contact center contact center metrics customer experience customer metrics key performance indicators KPIs
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 […].
Your Complete Customer Engagement Handbook
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Revisiting Contact Center Schedule Adherence
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).
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Continuum Global Services: Launching A New Contact Center Industry Brand
Contact Center Pipeline
JULY 30, 2019
As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage.
Contact Center Challenges and Priorities for 2020
Contact Center Pipeline
JANUARY 15, 2020
While I encourage you to read the full report, here are some observations that stand out this year: Top Contact Center Challenges With attrition garnering so many votes, we see a bigger drop in the […].
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 Pipeline Magazine: Inside Our January 2020 Issue
Contact Center Pipeline
JANUARY 6, 2020
As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].
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.
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The Future of the Contact Center
Contact Center Pipeline
AUGUST 22, 2019
We embarked on a fun little survey this spring to gather input on the future of the contact center. Technology AI analytics artificial intelligence automation bots call center contact center industry research mobile apps robotic process automation RPA WFM workforce management
Contact Center Executive Outlook on 2020 and Beyond
Contact Center Pipeline
SEPTEMBER 12, 2019
That certainly seems true enough in the contact center world where the pace of change has been accelerating exponentially—often with dizzying effects for the three key elements of the contact center operations framework: […].
Contact Center Supervisor Training – Contact Center Fitness Boot Camp
Call Center Coach
JANUARY 8, 2019
Supervisor training with Call Center Coach’s virtual boot camps can take on a variety of developmental areas. Virtual boot camps provide a hands-on and action-based way for contact supervisor training to deliver greater value. Our newest boot camp is on contact center fitness.
Creating a collaborative contact center culture
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.
Three Major Predictions for the 2020 Contact Center
Contact Center Pipeline
JANUARY 23, 2020
Technology AI artificial intelligence call center contact center customer experience digital channels natural language processing NLP video chat virtual agentsIn today’s highly dynamic digital economy, there is no set safeguard against uncertainty.
Making AI Work in the Contact Center
Contact Center Pipeline
JULY 17, 2019
Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-service
Declaring Victory in the War on Contact Center Agent Performance
Call Center Coach
JANUARY 15, 2019
Whether you’re fighting the battle to stop eating that dessert you love that’s bad for you, or you continuously battle a war with contact center agent performance, it’s time for you to enjoy the sweet taste of victory. And in contact centers they all need to be managed for success.
Tear Apart and Put Together Your New Contact Center
Call Center Coach
FEBRUARY 28, 2019
Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with.
Data-Driven Approach to Proving Customer Success
Speaker: Irit Eizips, CEO, CSM Practice
Customer service, including contact center support and other customer facing teams must then: track the right customer data to prove value was achieved, and track the right KPIs to continuously improve their customer success strategy.
NEW Ways to Supercharge Contact Center FCR and AHT Performance
Call Center Coach
AUGUST 1, 2019
I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic.
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.
Innovation: What’s the Right Amount for Your Contact Center?
Contact Center Pipeline
JANUARY 21, 2020
This is particularly true in a dynamic contact […]. Innovation call center contact center change management culture customer experience initiatives innovation innovation tolerance model maturity model organizational design
Contact Center Cost Models Help Quantify ROI
Contact Center Pipeline
NOVEMBER 20, 2018
Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.
Contact Centers Stream Past Virtual Agents to Virtual Presence
Call Center Coach
MARCH 26, 2019
For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled!
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 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?
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
Hybrid CX (Pt 3) - Why Organizations Feel Pressured To Go Digital And How To Help Them
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
Managing Different Personalities in the Contact Center: The Platinum Rule
Contact Center Pipeline
JUNE 26, 2019
Communication call center coaching communication contact center employee incentives hiring performance management personality assessments personality testingEarly in my management career, I followed the Golden Rule: Treat others as I would want to be treated.
How One CEO Made His Contact Center a Home
Convoso
NOVEMBER 20, 2019
outbound sales Contact Center Culture Work-life balance Remote SalesIt’s a familiar scenario.
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?
Why You Shouldn’t Hire Siri and Alexa in Your Contact Center
Call Center Coach
AUGUST 8, 2019
But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.
Linking & Networking for a Better Agent Experience
Speaker: Jeremy Watkin, Director of Customer Experience at FCR
If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. But is this the best place to burn our operational calories?
Is Your Contact Center a Fantasyland… Or Not?
Contact Center Pipeline
NOVEMBER 7, 2019
Leadership call center contact center culture customer experience governance strategic decision-makingI am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland.
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.
Why Your Contact Center Knowledge Base Needs to be Visual
TechSee
DECEMBER 3, 2019
Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.
Unleashing Agent Retention in Contact Centers: Top Experts Reveal Secrets
Call Center Coach
JULY 12, 2019
The fifth step ( Step 1 , Step 2 , Step 3 , Step 4 ) in the contact center agent journey is about agent retention. Retaining contact center agents has always been a significant focus area in contact centers. Contact Center Industry Facts.
How to Make the Transition to Customer Service Outsourcing
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
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