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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 
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
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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.
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!
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.
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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.
5 Ways Tomorrow's Contact Center Will Deliver Value
Call Center Weekly
MAY 1, 2019
Contact centers played a vital role in bringing your organization to this paradise, but will they still relevant? This article explores the contribution of contact centers towards the end of an organization's customer experience journey.
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.
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.
Study: The Health of the Contact Center
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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.
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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
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?
Contact Center Pipeline Magazine: Inside Our June 2019 Issue
Contact Center Pipeline
JUNE 4, 2019
Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical. Inside The Issue call center contact center
Trust is Important in the Contact Center
Call Center Weekly
JULY 24, 2017
By Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. The return on the investment we make on the agents positively effects many areas in the center. CCW contact center employee engagement leadership
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?
Four Key Contact Center Technologies for 2019
Contact Center Pipeline
JANUARY 23, 2019
As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions.
Multilanguage Support in the Contact Center
Call Center Weekly
JULY 6, 2018
This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? CCW contact center customer service
Promote Better Work-Life Balance in the Contact Center
Contact Center Pipeline
MAY 28, 2019
Work environment call center contact center culture employee motivation flexible scheduling paid time-off work-life balance
6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center
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As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.
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.
Two Factors Make It Easy for Contact Center Chat
Call Center Coach
FEBRUARY 27, 2019
The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.
Contact Center Technology Finally Enables You to Be Customer Centric
Call Center Coach
JANUARY 2, 2019
The irony of many legacy contact center communication platforms that are being used to serve customers often prevent you from doing it effectively. Also, what you wanted to create is as self-manage contact center with a very strong artificial intelligence component into it.
Are contact centers making the right chatbot decisions?
Call Center Coach
SEPTEMBER 11, 2017
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.
Chatbots in the Contact Center, Part 2: Internal Use and Adoption
Contact Center Pipeline
MARCH 20, 2019
Technology AI artificial intelligence call center chatbots contact center Intelligent Virtual AssistantConsumers are increasingly turning to virtual assistants to save time and effort in their personal lives.
Hot Trends Impacting Contact Centers: A Sole Source of Data
Contact Center Pipeline
AUGUST 29, 2017
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
How AI Will Change the Nature of Contact Center Work
Contact Center Pipeline
NOVEMBER 14, 2018
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.
The Most Unlikely Source Is Blocking Contact Center Transformation
Call Center Coach
NOVEMBER 19, 2018
Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.
The Health of the Contact Center: Are You Ready for 2019?
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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.
Why Do Contact Center Agents Stay?
Call Center Coach
DECEMBER 18, 2018
Regardless of the economic cycle, turnover can be a problem for a lot of contact centers. Whether it’s just retaining any person to be in your contact center or just those high performers. The frontline supervisor ( Call Center Supervisor Success Path ).
How to Make Your Contact Center Digital Transformation a Success
Contact Center Pipeline
APRIL 18, 2019
I recently had a conversation with Richard Antosik, Vice President, Digital Operations (Client Services) at Laurentian Bank regarding their contact center’s recent digital transformation. MIKE AOKI: What was your past experience regarding contact center digital transformations?
Are You Sure Your Contact Center Is on Solid Ground?
Contact Center Pipeline
JANUARY 10, 2019
Contact centers must operate on solid ground or they will crumble. Strategic planning brand management call center contact center contact center visibility guiding principles mission vision
Empowering Contact Center Agents through Automation
Unymira
JUNE 12, 2019
Chatbot Customer Service Contact CenterSince the first machines were invented, humans have looked to shift recurring tasks to them.
The Top 3 Ways to Forecast for Your Contact Center
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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.
Improving Contact Center Operations: Happiness All Around to a “T”
Contact Center Pipeline
FEBRUARY 19, 2019
The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. I get it, having run brick-and-mortar call centers […].
Forgotten Yet Key Source for Contact Center Best Practices
Call Center Coach
SEPTEMBER 5, 2018
I’ve been very fortunate to have gained different perspectives in the contact center industry. If you ever get the chance to come to Charlotte, make sure you put Coke’s contact center on your list to visit.
Innovative Training for the Contact Center
Contact Center Pipeline
FEBRUARY 14, 2019
Training & Development call center contact center learning management system LMS microlearning mobile learning software training technology
The Straight Scoop on Contact Center Analytics
Contact Center Pipeline
AUGUST 22, 2017
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 Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service
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Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies. The contact center is the one.
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