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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. 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

Contact Center Wireless Scripts Coaching 106

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

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. MORE

Contact Center Government Customer Service Call Center 157

Millennial Generation Customer Service – The Ultimate Guide

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. MORE

Customer Service Self service Virtual Agent Chatbots 303

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. 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

Contact Center Sales Customer Service Technology 143

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

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. MORE

Contact Center Customer Service Technology Call Center 141

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

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. MORE

Contact Center Call Center Customer Service Customer Experience 126

Customer Service Week 2020 Wrap-Up

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 MORE

Customer Service Employee engagement Contact Center Call Center 144

How Customer Service Vision Affects Great Customer Experience

CX Global Media

DECEMBER 14, 2020

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? MORE

Customer Experience Customer Service Contact Center 156

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

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. MORE

Contact Center Best practices Gamification Analytics 237

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. Call Center Conferences call center call center events contact center leadership development MORE

Contact Center Customer Experience Personalization Customer Service 139

Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success

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. MORE

CRM APIs Contact Center Average Handle Time 79

7 Things Your Customers Want Your Contact Center to Know

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 MORE

Contact Center Scripts Technology Personalization 101

Why Your Contact Center Knowledge Base Needs to be Visual

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. MORE

Contact Center outsourcing call center solutions Call Center 97

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. 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

Call Center Contact Center Analytics Multichannel 152

Digital contact centers: The future is now

NICE inContact

FEBRUARY 22, 2021

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. MORE

Contact Center Technology Customer Service 62

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

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. MORE

Best practices Contact Center Call Center Management 152

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

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. MORE

Contact Center Brand ambassadors Telemarketing Morale 209

What’s Holding Back the Contact Center Industry?

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. MORE

Contact Center Gamification Morale Education 142

The Importance of Creating a Complete Business Continuity Plan for Contact Centers

CCNG

FEBRUARY 22, 2021

David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business. MORE

CCNG Contact Center CRM Call Center 195

The True Role of AI in the Contact Center

Fonolo

DECEMBER 8, 2020

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. MORE

Contact Center Benchmark Wait times Self service 107

Moving Forward: What Will 2021 Bring for Contact Centers?

Contact Center Pipeline

JANUARY 28, 2021

Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. MORE

Contact Center Agent burnout Morale Customer Service 141

COVID is Creating a Surprising Contact Centers Trend

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. MORE

Contact Center Average Handle Time Morale Consulting 97

Differentiator Series, Part 5: Selling and Promoting the Contact Center

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 MORE

Contact Center Enterprise Analytics Customer Service 329

Customer Service Team Appreciation 2020

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. MORE

Customer Service Employee engagement Contact Center Call Center 172

Transform Your Contact Center from an Expense to a Revenue Source

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 […]. MORE

Contact Center Customer Service Chatbots Call Center 151

Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience. MORE

Best practices Contact Center Morale Scripts 197

More Customer Service Week 2020

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. MORE

Customer Service Employee engagement Contact Center Call Center 170

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

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. MORE

Contact Center Technology Employee engagement Call Center 130

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. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more […]. MORE

Contact Center Technology Customer Service Management 138

Contact Center Trends 2021: The CX Watershed

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. MORE

Contact Center Gamification Abandon rate Average Handle Time 110

Reducing Customer Service Friction

Contact Center Pipeline

DECEMBER 16, 2020

Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […]. MORE

Customer Service Accountability Customer effort Contact Center 170

The Contact Center Trends to Watch Out for in 2020

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. 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

Contact Center Self service Chatbots Technology 174

Can Artificial Intelligence Replace Contact Center Agents?

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The post Can Artificial Intelligence Replace Contact Center Agents? MORE

Contact Center Self service Interactive Voice Response Virtual Agent 72

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

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. MORE

Call Center Customer Service Best practices Scripts 237
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Multi-channel support Call Center Multichannel contact center solutions Average Handle Time Cloud contact Contact center software Abandon rate Quality management Service level More Related Topics >

Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

JANUARY 29, 2021

They provide some tips and tricks to set your business up for success in the contact center. Daunting as it may appear, keeping your customers happy is an attainable goal — when you put your mind to it. You can do the same and improve your customers’ experience.

Best practices 197
More
Best practices Contact Center Morale Scripts 197

Reducing Customer Service Friction

Contact Center Pipeline

DECEMBER 16, 2020

Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level. Customers have taken to social media and have even reached out to the media to share accounts of their time-consuming efforts spent […].

Customer Service 170
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Customer Service Accountability Customer effort Contact Center 170
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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call

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 237
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Contact Center Best practices Gamification Analytics 237

Webinars

The Insider Secret to Designing Virtual Agents that Surpass Your Competition

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Moving Forward: What Will 2021 Bring for Contact Centers?

Contact Center Pipeline

JANUARY 28, 2021

Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years.

Contact Center 141
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Contact Center Agent burnout Morale Customer Service 141

2021 Industry Expert Contact Center Predictions (Replay)

Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex

Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare 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. You will walk away with a revised vision for 2021 and actionable steps to take to better provide for your employees and customers alike.

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Contact Center Trends 2021: The CX Watershed

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 110
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Contact Center Gamification Abandon rate Average Handle Time 110

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

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.

Contact Center 141
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Contact Center Customer Service Technology Call Center 141

InformaTech

InformaTech

The Contact Center Trends to Watch Out for in 2020

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. 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 174
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Contact Center Self service Chatbots Technology 174

Customer Service Team Appreciation 2020

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.

Customer Service 172
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Customer Service Employee engagement Contact Center Call Center 172

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

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 157
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Contact Center Government Customer Service Call Center 157

More Customer Service Week 2020

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.

Customer Service 170
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Customer Service Employee engagement Contact Center Call Center 170

2021 Industry Expert Contact Center Predictions

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.

More CCNG

InformaTech

InformaTech

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

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.

Contact Center 141
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Contact Center Customer Service Technology Call Center 141

Differentiator Series, Part 5: Selling and Promoting the Contact Center

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

Contact Center 329
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Contact Center Enterprise Analytics Customer Service 329

Contact Center Pipeline Magazine: Inside Our October 2020 Issue

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 130
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Contact Center Technology Employee engagement Call Center 130

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. Call Center Conferences call center call center events contact center leadership development

Contact Center 139
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Contact Center Customer Experience Personalization Customer Service 139

Beyond CRM Contact Center Integration: Why Data Unification Is the Key to Customer Service Success

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.

CRM 79
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CRM APIs Contact Center Average Handle Time 79

60-Day Plan: Practical Upgrades for Your Remote Contact Center -- a Webinar Replay

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

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 209
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Contact Center Brand ambassadors Telemarketing Morale 209

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service

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.

Call Center 237
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Call Center Customer Service Best practices Scripts 237

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. Given that contact centers often support customers in stressful or frustrating situations, the need for high-quality service is even more […].

Contact Center 138
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Contact Center Technology Customer Service Management 138

Contact Center Pipeline Magazine: Inside Our January 2020 Issue

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.

Contact Center 126
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Contact Center Call Center Customer Service Customer Experience 126

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

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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.

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Millennial Generation Customer Service – The Ultimate Guide

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.

Customer Service 303
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Customer Service Self service Virtual Agent Chatbots 303

COVID is Creating a Surprising Contact Centers Trend

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.

Contact Center 97
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Contact Center Average Handle Time Morale Consulting 97

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. 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.

Call Center 152
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Call Center Contact Center Analytics Multichannel 152

The Importance of Creating a Complete Business Continuity Plan for Contact Centers

CCNG

FEBRUARY 22, 2021

David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business.

CCNG 195
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CCNG Contact Center CRM Call Center 195

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

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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.

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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. 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 106
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Contact Center Wireless Scripts Coaching 106

Transform Your Contact Center from an Expense to a Revenue Source

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 151
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Contact Center Customer Service Chatbots Call Center 151

Customer Service Week 2020 Wrap-Up

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

Customer Service 144
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Customer Service Employee engagement Contact Center Call Center 144

The True Role of AI in the Contact Center

Fonolo

DECEMBER 8, 2020

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.

Contact Center 107
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Contact Center Benchmark Wait times Self service 107

The Top 3 Ways to Forecast for Your Contact Center

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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.

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What’s Holding Back the Contact Center Industry?

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.

Contact Center 142
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Contact Center Gamification Morale Education 142

7 Things Your Customers Want Your Contact Center to Know

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

Contact Center 101
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Contact Center Scripts Technology Personalization 101

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. 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.

Contact Center 143
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Contact Center Sales Customer Service Technology 143

How Customer Service Vision Affects Great Customer Experience

CX Global Media

DECEMBER 14, 2020

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?

Customer Experience 156
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Customer Experience Customer Service Contact Center 156

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

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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.

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Why Your Contact Center Knowledge Base Needs to be Visual

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.

Contact Center 97
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Contact Center outsourcing call center solutions Call Center 97

Digital contact centers: The future is now

NICE inContact

FEBRUARY 22, 2021

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short.

Contact Center 62
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Contact Center Technology Customer Service 62

Can Artificial Intelligence Replace Contact Center Agents?

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. The post Can Artificial Intelligence Replace Contact Center Agents?

Contact Center 72
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Contact Center Self service Interactive Voice Response Virtual Agent 72

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents

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.

Best practices 152
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Best practices Contact Center Call Center Management 152

How to Make the Transition to Customer Service Outsourcing

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.

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About
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  • Participate in Customer Contact Central
  • 2018 Customer Contact Central MVP Awards
  • Support
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  • Add a Resource
  • Advertise
Editions
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Webinars
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Awards
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  • 2020 Customer Contact Central MVP Awards
Editions
  • Sat.Feb 27
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  • Thu.Feb 25
  • Wed.Feb 24
  • Feb 13 - Feb 19
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