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. 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? 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 safetyWork from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. 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
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. Technology call center contact center learning & development neuroscience performance management real-time mentoringThese are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff. MORE
This is especially true if your customer service operations are interrupted. With customer service as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance. 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 […]. Inside The Issue call center contact center customer experience customer serviceI always look forward to the new year and the enormous promise it holds. MORE
We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Employee Experience agent appreciation agent motivation call center contact center COVID-19 Customer Service Week employee engagement employee recognition virtual events MORE
Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. MORE
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. 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. Call Center Conferences call center call center events contact center leadership development MORE
The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. MORE
Are you truly listening to your customers? Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX 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. Over a quarter say that getting their questions answered by customer service is becoming harder. Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. 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. 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. 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. With new demands, customer service leaders must prepare their […]. Technology will continue to innovate processes and shift the way inquiries are handled. 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. Here, we have compiled a number of useful best practices and tips for you to utilize as your contact center shifts towards remote work to maintain productivity during trying times. 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? 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. 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. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. MORE
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? Agent Experience agent appreciation call center contact center customer service gratitude remote workers MORE
In addition to following call center best practices, BPO providers specializing in the insurance industry will strengthen their client relationships and deliver on their promise to implement effective customer relationship strategies by applying these five best practices for optimizing an insurance contact center: Strengthen security protocols to prevent fraud. According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ». MORE
At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer. Over the course of my career in the contact center, it’s not abnormal for customers to contact us claiming hardship and asking for a credit or an extension on their bill. MORE
Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. The resulting publication, Accelerating the Next Generation Contact Center , features five thought-provoking articles on matters critical to contact center decision makers. MORE
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. MORE
This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? 3) Maximize efficiency with a people-centered approach. 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. 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. Executive Support call center contact center customer analytics demonstrating value executive buy-in MORE
Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. MORE
No matter the brand, customer service needs to be a priority. Contact centers are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […]. MORE
As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. When looking back at it, we only had about ten days to get all the hundreds of our call center associates home. MORE
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. MORE
I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience. 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. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more […]. MORE
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. 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. 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 […]. 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
Callminer
NOVEMBER 18, 2020
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 Pipeline
NOVEMBER 19, 2020
This is especially true if your customer service operations are interrupted. With customer service as one of the top areas driving customer satisfaction, continuing to serve customers in a timely, convenient manner is of the utmost importance.
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Fonolo
NOVEMBER 17, 2020
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 Pipeline
OCTOBER 5, 2020
Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections.
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
Contact Center Pipeline
OCTOBER 7, 2020
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.
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Contact Center Pipeline
OCTOBER 2, 2020
I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience.
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 safetyWork from home is the most effective form of workplace social distancing, as advised by governments and public health organizations.
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. 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. Executive Support call center contact center customer analytics demonstrating value executive buy-in
Fonolo
NOVEMBER 24, 2020
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.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
The new year is just around the corner. It's time to plan for the ever-changing needs within our industry. On December 3rd, join CCNG's first ZOOM Fireside panel discussion. It will be both interactive and energetic as several CCNG members share insights and predictions for 2021. Join industry experts from Aria, Poly, and Gridspace as they share what they have learned in 2020 in order to prepare us for 2021. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment. Bring your questions and lessons learned to share with the group! Sign up today! You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike. Learn how to address, manage and utilize: People Process Technology and Implementation Strategies for 2021.
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Contact Center Pipeline
NOVEMBER 10, 2020
No matter the brand, customer service needs to be a priority. Contact centers are often seen as an expensive but necessary line item that should be streamlined as much as possible in support of the bottom line, but brands are waking up to the value […].
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. Call Center Conferences call center call center events contact center leadership development
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.
UJET
NOVEMBER 19, 2020
The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center.
Advertisement
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. said self-service availability. customers to order their favorite. experience that helps customers. scrambling to offer new customer. to customers.
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. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more […].
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. 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.
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? 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.
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 […]. Inside The Issue call center contact center customer experience customer serviceI always look forward to the new year and the enormous promise it holds.
Advertisement
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. voice of the customer.
ShepHyken
NOVEMBER 23, 2020
Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg.
Contact Center Pipeline
OCTOBER 9, 2020
We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Employee Experience agent appreciation agent motivation call center contact center COVID-19 Customer Service Week employee engagement employee recognition virtual events
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.
ShepHyken
SEPTEMBER 25, 2020
This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? 3) Maximize efficiency with a people-centered approach.
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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. 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.
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. 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?
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. Technology call center contact center learning & development neuroscience performance management real-time mentoringThese are just two examples of companies that generated significant ROI by changing focus and investing in their managers and staff.
Customer Service Life
NOVEMBER 18, 2020
At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer. Over the course of my career in the contact center, it’s not abnormal for customers to contact us claiming hardship and asking for a credit or an extension on their bill.
Contact Center Pipeline
OCTOBER 13, 2020
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? Agent Experience agent appreciation call center contact center customer service gratitude remote workers
Advertisement
Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and.
Fonolo
OCTOBER 15, 2020
Are you truly listening to your customers? Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. Customers are not forthright with their expectations, but they know a sub-par experience when they encounter one. #CX
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. This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times.
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. Here, we have compiled a number of useful best practices and tips for you to utilize as your contact center shifts towards remote work to maintain productivity during trying times.
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. Over a quarter say that getting their questions answered by customer service is becoming harder. Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Fonolo
OCTOBER 27, 2020
As part of our State of the Contact Center in 2020 Industry Report , we asked industry leaders and influencers what surprised them the most about the pandemic. When looking back at it, we only had about ten days to get all the hundreds of our call center associates home.
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. With new demands, customer service leaders must prepare their […]. Technology will continue to innovate processes and shift the way inquiries are handled.
Cisco - Contact Center
NOVEMBER 24, 2020
Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research. The resulting publication, Accelerating the Next Generation Contact Center , features five thought-provoking articles on matters critical to contact center decision makers.
Ansafone
MARCH 6, 2019
In addition to following call center best practices, BPO providers specializing in the insurance industry will strengthen their client relationships and deliver on their promise to implement effective customer relationship strategies by applying these five best practices for optimizing an insurance contact center: Strengthen security protocols to prevent fraud. According to the FBI, the insurance … Insurance Contact Center Best Practices Read More ».
Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction
It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.
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