Expert insights. Personalized for you.
The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel MORE
Technology AI artificial intelligence call center contact center intelligent virtual agents remote agents WFH work from homeIn 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. MORE
We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. CCNG hosted an interactive open forum for all members to address issues related to the COVID-19 spread and how our members' contact centers are dealing with people, planning, and procedures. Contact centers during a crisis: An action plan from experts. MORE
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 MORE
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 […]. MORE
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. MORE
The universal agent is certainly not a new concept for contact centers. Within today’s contact center, however, several trends are converging and creating […]. Agent Development agent development agent skill sets call center contact center culture superagents universal agents upskilling work environment MORE
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. MORE
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. Call Center Conferences call center call center events contact center leadership development MORE
I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. Technology call center contact center cross-functional collaboration sourcing strategy technology implementation technology planning technology procurement technology project planning technology ROI MORE
From where I sit, this definition suits many a contact center. Quality ACW after-call work call center contact center contact center metrics Contribution to Capacity governance KPIs leadership performance metrics quality management quality programs service quality MORE
Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Call Centers Scale with Agents. MORE
The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. As Chief Operating Officer of Televerde, I lead hundreds of contact center employees across 10 global […]. Crisis Management agent development call center communication contact center COVID-19 crisis management culture leadership training transparency MORE
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. The current COVID-19, or coronavirus, pandemic is no exception. MORE
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. MORE
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? MORE
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 […]. MORE
Stress Management agent burnout agent morale agent stress call center stress management contact center COVID-19 employee wellness surveys health & wellness schedule flexibility WFH work from home MORE
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 MORE
Data security call center contact center customer authentication customer data data security fraud prevention identify verification KBA knowledge-based authentication social engineeringCybercriminals exposed 2.8 billion consumer data records in 2018. MORE
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 Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […]. MORE
Welcome to the February issue of Contact Center Pipeline. Inside The Issue call center contact centerI’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. MORE
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: […]. Customer Experience agent role call center contact center customer experience CX design CX vision CX-UX alignment digital technology Gen Z generational trends proactive customer care training user experience MORE
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 managementWe have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?” MORE
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 KPIsBut to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.” MORE
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.” MORE
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. Executive Support call center contact center customer analytics demonstrating value executive buy-inOur final installment of the differentiator series is perhaps the most important for customer service leadership. MORE
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? Crisis Management call center contact center COVID-19 remote working WFH work from home workplace environmentI thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […]. MORE
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 managementOur focus was on which technologies are expected to have the greatest impact and what that impact might be. MORE
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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy MORE
Inside The Issue call center contact centerI hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers. MORE
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. MORE
Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty. MORE
The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […]. MORE
Contact Center Related Topics Contact Center Pipeline
SEPTEMBER 1, 2020
Stress Management agent burnout agent morale agent stress call center stress management contact center COVID-19 employee wellness surveys health & wellness schedule flexibility WFH work from home
Contact Center Pipeline
SEPTEMBER 23, 2020
From where I sit, this definition suits many a contact center. Quality ACW after-call work call center contact center contact center metrics Contribution to Capacity governance KPIs leadership performance metrics quality management quality programs service quality
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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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy
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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This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
Contact Center Pipeline
MAY 28, 2020
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.”
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Contact Center Pipeline
SEPTEMBER 2, 2020
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.
Contact Center Pipeline
APRIL 7, 2020
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
Contact Center Pipeline
AUGUST 12, 2020
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. The current COVID-19, or coronavirus, pandemic is no exception.
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). Schedule Adherence call center contact center flexible scheduling non-traditional schedules schedule adherence scheduling WFM workforce management
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
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Contact Center Pipeline
MARCH 25, 2020
The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel
Callminer
MAY 27, 2020
Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. Call Centers Focus on Phones. Call Centers Scale with Agents.
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 KPIsBut to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.”
Contact Center Pipeline
APRIL 3, 2020
Inside The Issue call center contact centerI hope our April issue finds you safe and well. You may have seen Mr. Rogers’ quote that is so applicable for our times: “When I was a boy and I would see scary things in the news, my mother would say to me, Look for the helpers.
Advertisement
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.
Contact Center Pipeline
JANUARY 28, 2020
The influence of AI in the contact center was strongly touted, but in 2020 (after a number of false starts), artificial intelligence will finally start […].
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 Center Pipeline
APRIL 15, 2020
Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity to these contact centers can lead to a loss of business and lost customer loyalty.
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 […]. Agent Development agent development agent skill sets call center contact center culture superagents universal agents upskilling work environment
Advertisement
When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
CCNG
JULY 12, 2020
We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. CCNG hosted an interactive open forum for all members to address issues related to the COVID-19 spread and how our members' contact centers are dealing with people, planning, and procedures. Contact centers during a crisis: An action plan from experts.
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 Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].
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. Executive Support call center contact center customer analytics demonstrating value executive buy-inOur final installment of the differentiator series is perhaps the most important for customer service leadership.
Contact Center Pipeline
JUNE 25, 2020
The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. As Chief Operating Officer of Televerde, I lead hundreds of contact center employees across 10 global […]. Crisis Management agent development call center communication contact center COVID-19 crisis management culture leadership training transparency
Advertisement
One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.
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 […].
Contact Center Pipeline
FEBRUARY 5, 2020
Welcome to the February issue of Contact Center Pipeline. Inside The Issue call center contact centerI’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them.
Contact Center Pipeline
JUNE 10, 2020
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? Crisis Management call center contact center COVID-19 remote working WFH work from home workplace environmentI thought there was only one, really. That would be Michele Rowan and I wrote about her in my April column (“On-Trend: At-Home Agents”). The timing of that column was totally serendipitous. We had no idea when we were […].
Contact Center Pipeline
NOVEMBER 21, 2019
I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. Technology call center contact center cross-functional collaboration sourcing strategy technology implementation technology planning technology procurement technology project planning technology ROI
Advertisement
Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.
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.
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 managementOur focus was on which technologies are expected to have the greatest impact and what that impact might be.
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. Call Center Conferences call center call center events contact center leadership development
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: […]. Customer Experience agent role call center contact center customer experience CX design CX vision CX-UX alignment digital technology Gen Z generational trends proactive customer care training user experience
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime
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 […].
Contact Center Pipeline
FEBRUARY 13, 2020
Data security call center contact center customer authentication customer data data security fraud prevention identify verification KBA knowledge-based authentication social engineeringCybercriminals exposed 2.8 billion consumer data records in 2018.
Fonolo
AUGUST 29, 2018
This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals?
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 managementWe have all at one time or another uttered the phrase, “Now what?” According to TheFreeDictionary.com, this phrase means, “What is going to happen now? What kind of new problem has arisen?”
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
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