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Evolving the Contact Center

Contact Center Pipeline

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers.

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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.

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VENDOR ROUNDTABLE: Contact Center Forecast: Increased Cloudiness?

Contact Center Pipeline

There has been a debate over the past decade whether the core contact center solutions e.g., routing, dialing, workforce optimization (WFO) should be subscribed to and accessed from the cloud.

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Do We Know Clouds (Contact Centers)?

Contact Center Pipeline

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How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

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The Hybrid Contact Center

Contact Center Pipeline

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like.

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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. Technology call center cloud solutions contact center contact center resiliency five nines reliability geo-redundancy service level agreements SLAs technology redundancy

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Outgrowing Contact Center Growing Pains

Contact Center Pipeline

Most of us understand the idiom “growing pains” as it relates to the stresses of actual physical human growth in ourselves and/or in our children. It is also a reference to experiencing challenging and painful times in our personal and professional lives.

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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

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Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Contact Center Pipeline

Recruiting & Hiring recruiting remote work virtual contact centers WFH work from home workers with disabilitiesMore than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022.

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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.

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Contact Center Pipeline Magazine: Inside Our March 2023 Issue

Contact Center Pipeline

But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team. A special shoutout to Steve, Frank, Susan, Ellen, […] Inside The Issue Magazine call center contact center

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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

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Contact Center Virtual Summit: July 7 - 27, 2019

Join us as we bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. These sessions will show you the strategies top people in the industry are using and recommend.

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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

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Nuance is revolutionizing the contact center with GPT technology

Nuance

As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.

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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.

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Preventing Contact Center Agent Burnout

Contact Center Pipeline

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STIR/SHAKEN for Contact Centers

NobelBiz Ebook: STIR/SHAKEN for Call centers: How STIR/SHAKEN came to be and the legislation mandating it How STIR/SHAKEN impacts the contact center industry What is STIR/SHAKEN and how attestation works

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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

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5 Effective Call Control Strategies for Contact Center Agents

Myra Golden Media

So, what are the top five underutilized soft skills for contact center agents? Customer Experience Design AHT Call Center Call Center Call Control Call Control

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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.

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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

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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

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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?

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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?”

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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.

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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 […].

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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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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.”

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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

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Should You Outsource Your Contact Center?

Real Blue Sky

There are many reasons to consider whether to outsource your contact center. The result is the customer service call center was seen largely as a cost center; it was part of the cost of delivering goods or services. The post Should You Outsource Your Contact Center?

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How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? But when I think of contact centers, the first thing that comes to […]. Rows of employees at computers with headsets? An office full of tiny cubicles?

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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!

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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

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Contact Center Pipeline Magazine: Inside Our January 2023 Issue

Contact Center Pipeline

Inside The Issue call center contact centerWelcome to 2023! Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023.

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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. 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.

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Contact Center Pipeline Magazine: Inside Our January 2022 Issue

Contact Center Pipeline

Welcome to 2022 and the January issue of Contact Center Pipeline. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact […].

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.