Trust is Important in the Contact Center

Call Center Weekly

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

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

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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

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.

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. Technology call centers contact centers customer experience digital transformation employee engagement millennials

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.

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships

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.”

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.

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

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.

ACD in a Modern Contact Center

Bright Pattern

Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology.

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

Is your chatbot contact center smart?

Call Center Coach

If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. You need to focus on making your chatbot contact center smart. Is your chatbot contact center smart?

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.

Recent WebTV Interview on Contact Center Measures

Brad Cleveland

In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports. Call Center Contact Center Customer Service Leadership Workforce Management Brad Cleveland leadership workforce management

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.

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find Out

Contact Center Pipeline

Contact center days are jam-packed with activity. It’s easy to lose sight of the thread that should tether contact center performance metrics to what matters most to customers. Metrics call center contact center key performance indicators KPIs performance metrics

Too Many Contact Centers Missing the Boat

Brad Cleveland

According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization.

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.

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos Brad Cleveland ICMI leadership

Multichannel Contact Centers, by the Numbers

Brad Cleveland

How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume.

Hot Trends Impacting Contact Centers: Employee Engagement

Contact Center Pipeline

Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that.

Caution: Don’t View Contact Center Performance Measures in Isolation

Brad Cleveland

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign. Viewed alone, a dropping cost per contact would seem like a positive indication.

Customer Service and Contact Center Statistics

Brad Cleveland

Are you looking for meaningful customer experience and contact center statistics? We put together a compilation that can help you make a case for great service. You can find it in the Statistics area of our website—and be sure to check back, because we’ll be updating it often.

3 Ways the Contact Center Contributes to Customer Experience

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer experience customer relationships leadership

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

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

10 Things Executives 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.

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Call Center Contact Center Customer Service Leadership Research/Statistics benchmarks Brad Cleveland efficiency Five9 ICMI leadershipI recently co-authored an eBook with Justin Robbins for ICMI and Five9.

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.

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations.

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

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

Bringing Quality Monitoring into the Heart of the Contact Center

Contact Center Pipeline

Our latest webinar, Bringing Quality Monitoring into the heart of the Contact Center, was packed with an array of knowledge and best practice techniques on the topic of quality monitoring (QM).

The Best Managed Contact Centers: #12 – They See the Possibilities

Brad Cleveland

The contact center profession has come a long way in recent years. For the most part, contact centers have learned how to deliver. Customer expectations are high, and for good reason. Collectively, they have invested billions in equipment, networks and software.