Building a Resilient Contact Center

Contact Center Pipeline

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.

4 Characteristics of Best-in-Class Contact Centers

Contact Center Pipeline

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

Trending Sources

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Contact Center Nation

Contact Center Pipeline

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.

Study: The Health of the Contact Center

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

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 on Managing a Customer Contact Center. This is no easy task.

10 Things Senior Leaders Should Know About Contact Centers

Brad Cleveland

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.

Maximize Contact Center Impact and Value

Brad Cleveland

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.

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

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.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center. On one side is the consumer whose changing expectations place increasing demands on the contact center. You want a strong contact center platform for the future.

Putting Humanity in Contact Centers

Customer Relationship Metrics

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.

Journey to Contact Center Success


As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

Hot Trends Impacting Contact Centers: A Sole Source of Data

Contact Center Pipeline

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

The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

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.

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. than actuals, contact centers overstaff to cover.

Managing a Contact Center in Real-Time

Brad Cleveland

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.

What to Expect for Contact Centers in 2018

Contact Center Pipeline

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

Garbage In, Garbage Out… Makes Contact Center Managers Want to Shout!

Contact Center Pipeline

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!

Keys to Contact Center Consistency and Compliance

Call Center Weekly

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

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

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

The Measures Every Contact Center Should Have

Brad Cleveland

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

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.

The Value of Data-Driven Insights for Contact Centers

The Northridge Group

The technology, processes, and workforce management efficiencies at contact centers have all undergone recent upgrades. “Thank you for calling. Please listen carefully because our menu has recently changed.”

Coming Soon to a Contact Center Near You!

Contact Center Pipeline

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

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

Welcome to the Contact Center

Call Center Weekly

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

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, […].

Top 3 Trends in Contact Centers Today

Call Center Coach

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.”

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Videos Brad Cleveland customer experience ICMI

Artificial Intelligence in the Contact Center


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.

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

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.

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center Pipeline

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.

Lassoing the Wild West Contact Center Technology

Call Center Coach

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

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland scheduling workforce management

Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers

Contact Center Pipeline

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

5 Tips to Lower Contact Center Attrition


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.

Is SIP Right for Your Contact Center?

Contact Center Pipeline

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