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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 
Where Contact Centers Go from Here
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 2020: Yesterday and Today
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.
After the Pandemic: How to Bring Back the Contact Center
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 […].
Get More Value from Contact Center Performance
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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.
Revisiting Contact Center Schedule Adherence
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).
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COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope
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 environment
Contact Center Metrics Roundup
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 KPIs
Call Center vs. Contact Center: What’s the Difference?
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.
The Making of a Contact Center Superagent
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 […].
8 Contact Center Trends to Watch in 2020
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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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Continuum Global Services: Launching A New Contact Center Industry Brand
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.
Automation Key to COVID-19 Contact Center Crisis
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
Make Contact Center Technology a Strategic Tool
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.
Contact Center Pipeline Magazine: Inside Our April 2020 Issue
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.
Beyond the Contact Center: Unlocking Insights with Speech Analytics
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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.
How One CEO Made His Contact Center a Home
Convoso
NOVEMBER 20, 2019
outbound sales Contact Center Culture Work-life balance Remote SalesIt’s a familiar scenario.
Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty
Contact Center Pipeline
JUNE 16, 2020
Without doubt, the top priority for contact center leaders during a crisis is the human element—taking care of your agents […]. The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner.
A Checklist for Migrating Your Contact Center to the Cloud
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 Executive Outlook on 2020 and Beyond
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: […].
How to Leverage Quality Management to Transform the Customer Experience
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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.
How to Improve Contact Center Agent Performance
Fonolo
JUNE 9, 2020
Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance.
The Contact Center Trends to Watch Out for in 2020
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 Magazine: Inside Our March 2020 Issue
Contact Center Pipeline
MARCH 4, 2020
Welcome to the March 2020 issue of Contact Center Pipeline magazine! It is gratitude month for me at Contact Center Pipeline! Inside The Issue call center contact centerOur first issue was published in March 2009. And as they say, the rest is history.
The Future of the Contact Center
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 management
Exceptional Experiences for Employees and Customers
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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.
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.
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 2020 Issue
Contact Center Pipeline
JUNE 2, 2020
Inside The Issue call center contact centerThese are not easy times. The struggle is real. We have so many vital decisions to make for our operations that can have profound impacts on our staff and customers. Do we continue with a work-from-home strategy?
Customer Context at the Speed of the Conversation
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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 Cost Models Help Quantify ROI
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.
Making AI Work in the Contact Center
Contact Center Pipeline
JULY 17, 2019
Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-service
Creating a collaborative contact center culture
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations.
Boost ROI by Enhancing Contact Center Agent Performance
Contact Center Pipeline
MAY 20, 2020
An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call center doubled sales of a key product in just two months.
Your Complete Customer Engagement Handbook
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Transform your contact center to build relationships with your customers that will last a lifetime
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.
Contact Center Pipeline Magazine: Inside Our February 2020 Issue
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.
COVID-19 Impacts on Contact Centers & Our Company
Cyara
MAY 5, 2020
I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart. contact center call center cx assurance custserv work from home
Contact Center Challenges and Priorities for 2020
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 […].
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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