The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

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.

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

Contact Center Pipeline

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

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

Contact Center Pipeline

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

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

Callminer

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.

Differentiate Your Brand Through Proactive Customer Service

Contact Center Pipeline

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

A Checklist for Migrating Your Contact Center to the Cloud

Contact Center Pipeline

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.

Boost ROI by Enhancing Contact Center Agent Performance

Contact Center Pipeline

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.

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

Fonolo

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?

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

Callminer

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 Magazine: Inside Our January 2020 Issue

Contact Center Pipeline

As 2020 begins, it’s an opportunity to reflect on what we’ve accomplished in the past year, and the place that Contact Center Pipeline holds today as a strong contact center resource, with a large archive of independent contact center articles and […].

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

Callminer

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.

Creating a collaborative contact center culture

TechSee

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.

How to Improve Contact Center Agent Performance

Fonolo

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?

What’s Holding Back the Contact Center Industry?

Fonolo

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.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

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.

25 Conflict Resolution Strategies for Customer Service

Callminer

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.

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

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 […].

How to Prepare for 5 Customer Service Trends in 2019

Contact Center Pipeline

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.

Insurance Contact Center Best Practices

Ansafone

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.

Video Snack-Pack: Contact Center and Customer Service Leaders

Fonolo

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.

5 reasons social customer service belongs in the contact center

InTheChat

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

Hot Trends Impacting Contact Centers: IoT-enabled Service Strategies

Contact Center Pipeline

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.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

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.

Millennial Generation Customer Service – The Ultimate Guide

TechSee

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.

7 Tips for Creating A Contact Center that Fuels Transformation

Call Center Coach

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.

Multilanguage Support in the Contact Center

Call Center Weekly

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?

Contact Center and CRM: A Galactic Merging

Fonolo

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.

CRM 107

Five Essential Skills of Top Customer Service Reps

Contact Center Pipeline

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 […].

Guest Blog: “Zhuzhing Up” Humans in the Contact Center

ShepHyken

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.

Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

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.

Retail Contact Center Best Practices

Ansafone

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.

5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

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.

No one wants customer Service

BetterXperience

Customer Experience Customer Service Uncategorized call center contact center crm customer experience customer service technology

4 Ways to Improve Contact Center Operational Efficiency

Fonolo

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.

Customer Service Trends 2020

TechSee

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.

Social Customer Service… Then and Now

Contact Center Pipeline

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

Cloud IVR Technologies Offer Contact Centers a Cost-Effective Solution to Improve Customer Service

Noble Systems

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? .

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

Contact Center Pipeline

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

Is Your Contact Center “In the Zone”?

Cisco - Contact Center

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.

Hiring the Right Customer Service Agents for Your Contact Center

Fenero

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.