This 1¢ Piece of Paper is Costing Your Contact Center Millions | The Vistio Blog

Vistio

When your customers call your contact center, the process of delivering consistent, accurate, and efficient service should be simple.

Embracing Agility in the Contact Center

Contact Center Pipeline

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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Evaluating Your Contact Center Disciplines

CCNG

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?” The whole discipline of customer experience and contact centers have evolved dramatically over the past 10 years.

The Role of Contact Center Agents in Product Innovation

Contact Center Pipeline

Innovation agent empowerment agent engagement agent feedback call center change management Collaboration contact center continuous improvement cross-functional alignment innovation

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

Managing Emotional Labor in the Contact Center

Contact Center Pipeline

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?”

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

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.

Creating a Sustainable Work-From-Home Contact Center

Contact Center Pipeline

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

Top 3 Trends for the Future of Contact Center Training

Contact Center Pipeline

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

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

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!

Contact Center Pipeline Magazine: Inside Our October 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline October issue. Inside The Issue call center contact centerIt has been a busy month. I welcome Brendan Read as our new editor.

Unexpected Lessons from the 2020 Contact Center

Contact Center Pipeline

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

Contact Center 2020: Yesterday and Today

Contact Center Pipeline

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.

Biden Administration Impact on Contact Centers

Contact Center Pipeline

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

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Preventing Contact Center Agent Burnout

Contact Center Pipeline

How to Retain and Engage Your Best Contact Center Agents

Contact Center Pipeline

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?

Improving Contact Center Team Performance

CX Global Media

The post Improving Contact Center Team Performance appeared first on CX Global Media. Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member.

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

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.

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.

Automation: The Contact Center’s Grocer

Contact Center Pipeline

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.

Where Contact Centers Go from Here

Contact Center Pipeline

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.”

Contact Center Pipeline Magazine: Inside Our September 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline September issue. Inside The Issue call center contact centerYou will find lots to read in this issue as we continue to discuss current issues and technologies.

Contact Center Leadership: 3 Mistakes you should Avoid

NobelBiz

Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors. But Mistakes are always possible in the contact center world.

How Sharpen Elevates Contact Center CX with Deepgram

One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate, reliable speech transcription to improve productivity in real-time.

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

Contact Center Pipeline

Performance Management Technology call workflow contact center automation next-best-action guidance process optimization

Are There Better Ways to Staff the Contact Center?

Contact Center Pipeline

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

23 Best virtual team building activities for contact centers

CX Global Media

The post 23 Best virtual team building activities for contact centers appeared first on CX Global Media. Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future.

Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

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.

60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

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

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […].

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

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.

Contact Center and COVID-19: Lessons Learned

Contact Center Pipeline

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

How Technology Improves Contact Center Customer Experience

Ansafone

A contact center thrives through the use of technology. In 2021, contact center customers expect a company’s technology to meet the demands of the modern age. The post How Technology Improves Contact Center Customer Experience appeared first on Ansafone Contact Centers.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The Power of Local Caller ID Solutions for Contact Centers

NobelBiz

Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. So, why are virtual numbers so important for contact centers?

Personalized Customer Experience: How Can Your Contact Center be Effective?

NobelBiz

That is s why many contact centers have turned to personalizing the customer experience as a way to increase customer loyalty. But then, as a contact center how do you best personalize the customer experience?

Revisiting Contact Center Schedule Adherence

Contact Center Pipeline

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). Schedule Adherence call center contact center flexible scheduling non-traditional schedules schedule adherence scheduling WFM workforce management

A Leadership Guide for Contact Center Supervisors

CCNG

By Casey Kostecka Contact center leaders widely agree the most important position in their organizations are frontline supervisors. Yet as important as supervisors are in contact centers, they often receive the least amount of training for their job.

Why Your Contact Center's Success Depends on Conversational Automation in 2021 (Replay)

Speaker: Derek Roberti, VP Technology, Cognigy

Is AI about to take over contact centers entirely? No. But it is going to power all their interactions, even the human agent ones, as we shall see. Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021.