Expert insights. Personalized for you.
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. MORE
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Service failures are anticipated, and recovery is automatic. Proactive Engagement Today's contact center mission is painfully reactive. MORE
However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. Work environment call center contact center COVID-19 social distancing workplace safety MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer. MORE
Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ». The post Retail Contact Center Best Practices appeared first on Ansafone Contact Centers. MORE
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. MORE
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. How can you ensure continuous improvement in your customer service team? MORE
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Technology call center chatbots contact center omnichannel experience self-service MORE
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 […]. MORE
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. MORE
Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). Five9 CEO Rowan Trollope on Why the Call Center is Exciting Right Now. Call Center Panel from Enterprise Connect. MORE
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. After all, if you are going to transform, your outcome must be to be more customer-centric. MORE
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. MORE
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers. MORE
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Explosion of virtual contact centers. MORE
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. MORE
Customer: I think I need to reset my router but I can’t work out how. Customer: Never mind, I’ll figure it out myself. This lack of efficiency has not escaped the notice of customers. Core challenges for contact centers. The visual gap in service delivery. MORE
The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. The IVR system then uses routing rules to send the call to either an agent or a self-service application. IVR Use in the Call Center . What is Cloud IVR? . MORE
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. MORE
Providing a good customer service experience is more important than ever. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […]. MORE
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated. MORE
In the Contact Center Industry, recruitment is the most important factor to be successful but can be the most demanding process. Due to this demand, many companies hire just to fill the openings but don’t necessarily fill these slots with the candidates with the best experience to match the profile needed to ensure customer satisfaction. Unfortunately, this is a vicious cycle as hiring the wrong people will increase your contact center turnover. MORE
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. MORE
Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience. Service Delivery agent training call center automation contact center recruiting new-hire training online training proactive customer service service delivery MORE
Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. MORE
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? MORE
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level. MORE
With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. How does a contact center without a formal multilingual support system handle non-English calls? MORE
According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ». The post Insurance Contact Center Best Practices appeared first on Ansafone Contact Centers. MORE
Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. MORE
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience MORE
The post 5 reasons social customer service belongs in the contact center appeared first on InTheChat. Contact Center Social Media digital channels digital customer service social media MORE
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. Executive Support call center contact center customer analytics demonstrating value executive buy-in MORE
So, are contact centers more than a feeling? Is Your Contact Center “in the Zone?”. Thanks to new AI models, the “rhythm” or patterns of reality developed in the contact center are becoming more predictable and proactive. MORE
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. MORE
Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance. MORE
Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. How to Reduce Contact Center Costs AND Improve Customer Service. MORE
According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Short-term customer service interactions comprise one of the building blocks […]. MORE
Customer Experience Customer Service Uncategorized call center contact center crm customer experience customer service technology MORE
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year. MORE
No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep. MORE
Contact Center Pipeline
JANUARY 28, 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year.
Contact Center Pipeline
MAY 1, 2020
However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. Work environment call center contact center COVID-19 social distancing workplace safety
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Contact Center Pipeline
AUGUST 23, 2017
Our final installment of the differentiator series is perhaps the most important for customer service leadership. Our topic is selling and promoting the contact center. Executive Support call center contact center customer analytics demonstrating value executive buy-in
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.
Contact Center Pipeline
JULY 21, 2020
Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience. Service Delivery agent training call center automation contact center recruiting new-hire training online training proactive customer service service delivery
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 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.
Fonolo
AUGUST 29, 2018
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?
Callminer
JULY 30, 2020
No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep.
Contact Center Pipeline
JANUARY 6, 2020
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 […].
Callminer
MARCH 30, 2020
Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks.
|
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.
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. How can you ensure continuous improvement in your customer service team?
Fonolo
OCTOBER 3, 2018
Contact centers are like people: We’re all at different stages, chugging along healthily but sometimes faltering along the way. As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. How to Set a Winning Service Level.
TechSee
DECEMBER 3, 2019
Customer: I think I need to reset my router but I can’t work out how. Customer: Never mind, I’ll figure it out myself. This lack of efficiency has not escaped the notice of customers. Core challenges for contact centers. The visual gap in service delivery.
Callminer
APRIL 30, 2020
Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment.
Contact Center Pipeline
MARCH 12, 2020
Providing a good customer service experience is more important than ever. Research from Accenture found that 68% of customers have switched providers because of bad customer service, which means that people are looking at their […].
Contact Center Pipeline
JANUARY 3, 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how customer service representatives are utilized, trained and even compensated.
Ansafone
MARCH 6, 2019
According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ». The post Insurance Contact Center Best Practices appeared first on Ansafone Contact Centers.
Fonolo
APRIL 2, 2019
Last month’s Enterprise Connect conference was Amy’s debut appearance as part of the Cisco Collaboration team (the division that includes their call center business). Five9 CEO Rowan Trollope on Why the Call Center is Exciting Right Now. Call Center Panel from Enterprise Connect.
InTheChat
MARCH 21, 2019
The post 5 reasons social customer service belongs in the contact center appeared first on InTheChat. Contact Center Social Media digital channels digital customer service social media
Contact Center Pipeline
AUGUST 10, 2017
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.
TechSee
APRIL 2, 2019
Today’s contact centers face a daunting challenge. And with 51% of Americans now preferring to shop online, the pressure on customer support operations is about to increase exponentially. And that gap was the genesis of the computer vision revolution in customer assistance.
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.
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. After all, if you are going to transform, your outcome must be to be more customer-centric.
Call Center Weekly
JULY 6, 2018
With global online purchasing easier to accommodate, and businesses expanding into new geographies, one can naturally expect a surge in non-English speaking customers. How does a contact center without a formal multilingual support system handle non-English calls?
Fonolo
APRIL 10, 2019
Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. How to Reduce Contact Center Costs AND Improve Customer Service.
Contact Center Pipeline
MAY 5, 2020
According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Short-term customer service interactions comprise one of the building blocks […].
ShepHyken
JUNE 28, 2019
Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past.
Contact Center Pipeline
MARCH 7, 2019
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions.
Ansafone
APRIL 2, 2019
Consumer buying behaviors are driven … Retail Contact Center Best Practices Read More ». The post Retail Contact Center Best Practices appeared first on Ansafone Contact Centers.
Call Center Weekly
MAY 1, 2019
By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Service failures are anticipated, and recovery is automatic. Proactive Engagement Today's contact center mission is painfully reactive.
BetterXperience
JULY 9, 2020
Customer Experience Customer Service Uncategorized call center contact center crm customer experience customer service technology
Fonolo
MAY 26, 2020
Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Explosion of virtual contact centers.
Contact Center Pipeline
DECEMBER 7, 2017
Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience
Noble Systems
JUNE 26, 2020
The term “Cloud IVR” refers to the availability of IVR functionality via a Service platform. The IVR system then uses routing rules to send the call to either an agent or a self-service application. IVR Use in the Call Center . What is Cloud IVR? .
Contact Center Pipeline
MARCH 13, 2019
With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks. Technology call center chatbots contact center omnichannel experience self-service
Cisco - Contact Center
FEBRUARY 19, 2020
So, are contact centers more than a feeling? Is Your Contact Center “in the Zone?”. Thanks to new AI models, the “rhythm” or patterns of reality developed in the contact center are becoming more predictable and proactive.
Fenero
JUNE 17, 2019
In the Contact Center Industry, recruitment is the most important factor to be successful but can be the most demanding process. Due to this demand, many companies hire just to fill the openings but don’t necessarily fill these slots with the candidates with the best experience to match the profile needed to ensure customer satisfaction. Unfortunately, this is a vicious cycle as hiring the wrong people will increase your contact center turnover.
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