Best Practices to Monitor Your Remote Call Center Agents


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.

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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Contact Center Customer Experience Best Practices


Customer experience (CX) is evolving. 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. As a CX leader, you also need to know which technologies will help you achieve your core objectives in managing the customer experience. Adopt Technologies That Align with Your Customers’ Expectations.

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. The center is equipped with (or pursuing) technology that enables both.

How to Leverage Quality Management to Transform the Customer Experience

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.

Balancing Customer Experience with Fraud Prevention in the Contact Center

Contact Center Pipeline

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. Breaches have given fraudsters an immense amount of data to work with.


Contact Center Executive Outlook on 2020 and Beyond

Contact Center Pipeline

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

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call


Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly.

Contact Center Trends 2021: The CX Watershed


After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

Contact Center Digital Transformation Strategy


DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Exceptional Experiences for Employees and Customers

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 Magazine: Inside Our November 2020 Issue

Contact Center Pipeline

That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Inside The Issue analytics call center contact center COVID-19 customer engagement customer experience empathy forecasting hybrid teams industry research Knowledge Management scheduling speech analytics work from home workforce management

Making AI Work in the Contact Center

Contact Center Pipeline

Technology agent performance AI call center chatbots contact center customer experience digital transformation predictive behavioral routing self-serviceIn the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend among marketing executives.

Call Center vs. Contact Center: What’s the Difference?


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. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Call Centers Focus on Phones. Contact Centers Leverage Self-Service.

Contact Center Nation

Contact Center Pipeline

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

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

How Customer Service Vision Affects Great Customer Experience

CX Global Media

Great Customer Service Vision begins with defining what your customers need. The post How Customer Service Vision Affects Great Customer Experience appeared first on CX Global Media. What problems are they facing and how are you addressing them?

The True Role of AI in the Contact Center


AI has been making a relentless assault on the contact center for several years. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades.

Guest Post: How to Build Your Customer Experience Roadmap


This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience.

5 Customer Experience Lessons for 2021 [VIDEO]

CX Global Media

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media.

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

If you're a contact center leader you've undoubtedly been inundated with sales people trying to get you to hop on the chatbot bandwagon. Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience.

How to Deliver Differentiated Customer Experience with Video Contact Center?


People today are shopping for clothes online, booking a consultation with doctors … How to Deliver Differentiated Customer Experience with Video Contact Center? Read More » The post How to Deliver Differentiated Customer Experience with Video Contact Center?

Current Challenges Facing Financial Services Contact Centers


According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology.

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

And at the same time, businesses are striving to meet and exceed a moving goal post of customer preferences, influenced by a […]. 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.

5 Ways to Transform Contact Center Customer Experience

Transparent BPO

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved. How can contact centers turn that around so that customers are left feeling positive about the interaction?

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

How to Make Your Contact Center More Resilient


However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. How to Measure Customer Perception of Your Brand.

5 Ways to Automate Contact Centers with AI in 2021

Upstream Works

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. With AI enabling better forms of self-service, automation can address many contact center challenges with limited cost impact or added strain to the existing pool of agents.

Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence

Contact Center Pipeline

Transformation that is exponentially increasing the ways the voice of the customer (VoC) can reach you. This transformation, in turn, has increased the amount of data generated by customer interactions. Customer Experience call center contact center customer experience customer surveys speech analytics voice of the customerTransformation is happening in the market today.

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

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 […]. Inside The Issue call center contact center customer experience customer serviceI always look forward to the new year and the enormous promise it holds.

The Top 3 Ways to Forecast for Your Contact Center

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. that customers may decide to go elsewhere, to. than actuals, contact centers overstaff to cover. to a contact center’s profit margin: wasted labor. for Your Contact Center WHITE PAPER Good forecasting generates immediate.

The Best Advice for Contact Centers in 2018: The Experts Weigh In


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? Being in the contact center industry for over 30 years, I have seen amazing advances in technology. We call it the ‘golden rule’ of customer service.

The State of the Contact Center in 2020 | Industry Report


The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Read the Full Report, FREE: Download The State of the Contact Center in 2020 Industry Report. Contact Centers Adapted Fast.

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

Leadership call center contact center culture customer experience governance strategic decision-makingI am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

Creating a collaborative contact center culture


The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Modern customer-centric operations are increasingly defined by a collaborative contact center culture, with agents working together to respond to customer requests more efficiently by drawing on shared knowledge and experience. What’s the climate of your contact center?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. scrambling to offer new customer. strongest omnichannel customer. a quality experience.

COVID is Creating a Surprising Contact Centers Trend


We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Read the Full Industry Report Here: Contact Center Trends 2021. Contact Center Teams Had to be More Empathetic.

Can Artificial Intelligence Replace Contact Center Agents?


This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. The best way to show your customers some love… provide an amazing customer experience! 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. Our February issue […].

Innovation: What’s the Right Amount for Your Contact Center?

Contact Center Pipeline

This is particularly true in a dynamic contact […]. Innovation call center contact center change management culture customer experience initiatives innovation innovation tolerance model maturity model organizational designInnovation is a requirement in most organizations. Without innovation, businesses will likely struggle to stay relevant and even survive. Most of us have a mandate (implied or explicit) to be innovative.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact