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

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.

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

to meet customer expectations for digital service Social Media Voice of the. Customer. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

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 […].

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

Contact Center Nation

Contact Center Pipeline

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

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.

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.

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

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

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.

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 […].

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 […].

The Top 3 Ways to Forecast for Your Contact Center

it’s the foundation of contact center scheduling. things—like contact volume—that can be so. leads to a spike in contact volume, which in turn. one; it’s when contact forecasts are chronically. that customers may decide to go elsewhere, to. Contact (Call).

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.

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.

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

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

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. rely on contact.

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

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.

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.

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.

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.

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.

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.

Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.

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.

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.

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.

Overcoming The Most Persistent Contact Center Challenges

Integrity Solutions

The most persistent contact center challenges can be overcome by making coaching a part of the culture and developing your agents’ listening and problem-solving skills. Top Contact Center Challenges. Empowering Your Contact Center Managers to Act.

Study: The Health of the Contact Center

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. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

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.