Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

Leadership call center contact center culture customer experience governance strategic decision-makingI am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland.

Automation Key to COVID-19 Contact Center Crisis

Contact Center Pipeline

The COVID-19 pandemic has put the contact center industry in a manner of disarrayed motion the likes of which have never been seen before. government’s Center for Disease Control (CDC) […]. Crisis Management AI bots call center chatbot cloud telephony contact automation contact center conversational IVR COVID-19 crisis management omnichannel

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How Human Centered Design Improves the Digital Contact Center Government Experience

Taylor Reach Group

The government will better serve all stakeholders by establishing a focus to oversee the design and implementation of a human-centered design strategy that: identifies and responds to key touch points in a stakeholder’s journey. By Rosetta Lue.

Federal Government


Ansafone Responds to Large Volume Energy Rebate Program The post Federal Government appeared first on Ansafone Contact Centers. Case Study

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.

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

Contact Center Pipeline

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. Work environment call center contact center COVID-19 social distancing workplace safety

Inside View: Jerri Pigg-Shoemake, WPS Government Health Administrators

Contact Center Pipeline

Leadership call center awards call centers communication contact centers continuous improvement culture employee engagement innovation leadership performance management team building transparency

Guest Blog: Technology Trends That Will Govern the CX Landscape


By proper integration of Artificial intelligence with these online mediums or call center software businesses can create awe-inspiring customer experience memories by analyzing the past customer history, behaviour trends, etc.

Multilanguage Support in the Contact Center

Call Center Weekly

This is certainly having an impact on contact center strategies as we must determine how to provide support to these new clients. How does a contact center without a formal multilingual support system handle non-English calls? CCW contact center customer service

The ROI of Contact Center Benchmarking

Transparent BPO

” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. ” Advice for Contact Centers.

Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

Taylor Reach Group

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. If you have more than one contact center, pre-test your redundancy capabilities.

Managing Contact Centers Through the COVID-19 Pandemic

DMG Consulting

Managing Contact Centers Through the COVID-19 Pandemic. Employees, particularly those who are paid an hourly wage when they show up and are not paid at all when they don’t, which is the case for many contact center agents, are facing a tough decision.

Who Owns the Customer Experience?

Contact Center Pipeline

Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating model

Why you need guardrails for your contact center

Cisco - Contact Center

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. So where are the boundaries in a contact center? Don’t Let Your Contact Center Fall Into the Complexity Trap.

Preparing the contact center for the unknown during a crisis


If you operate contact centers, especially in healthcare, government, travel, financial services and hospitality, your day-to-day life has been utterly shaken. Readying the call center. To handle this, their contact center software must have the power of scalability.

High-Performance Agent Development in Contact Centers: Top Experts Reveal Secrets

Call Center Coach

The third step ( Step 1 , Step 2 ) in the contact center agent journey is about developing high-performing agents. Since the advent of contact centers, it’s never been documented that technology has remedied a failed systematic approach. Contact Center Industry Facts.

Improve Your Contact Center Through Agent Training and Development

Call Center Weekly

How then does a well trained contact center impact customer experience? Higher First Contact Resolution When your staff is well trained, they can provide resolution (when possible) on the first interaction. Call Center CCW customer service Learning & Development Training

7 Steps to Successful Government Customer Service


The post 7 Steps to Successful Government Customer Service appeared first on ForeSee. Customer Satisfaction E-Government

Coronavirus and Contact Centers: Is it Time to Rethink Remote Working?

Noble Systems

It is a challenging time for all of us and many contact centers will be facing difficult decisions regarding the safety and well-being of their staff. Some useful links to government resources and advice are also listed.

Welcome to the Contact Center

Call Center Weekly

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Very few are aware of the people, infrastructure, strategy, and technology involved to build a high performing center.

The Best Omnichannel Solution for Your Government Agency


Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem.

5 More Contact Center Reports Worth Your Time


Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? We already covered this CCaaS MQ (See “ Is this the End of the On-Premise Call Center? ”) but it’s important enough to post about twice. Who wrote it: Contact Babel.

Swedish Rail Unifies Contact Center Operations with Cloud

NICE inContact

In the course of planning and traveling, customers contact Swedish Rail for a variety of reasons, from checking on delayed trains to disturbances on the tracks—volume that rises considerably during bad weather and vacations. About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Taylor Reach Group

Define: Understanding the problem through the outputs of the human-centered design research. Measure: Measure data pulled from the contact centers. Control: Control future process performance (governance through new policies and procedures).

Is Governance + Risk + Compliance Stalling your Omnichannel Projects?


It’s a very different approach to customer contact than traditional call centers or even multichannel contact centers. Do you have omnichannel projects that just aren’t moving along as fast as you think they should? What are the hurdles getting in your way?

Passion is The Key to a Great Contact Center

Call Center Weekly

By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. Innovation - Some of the best ideas I've incorporated in the contact center is due to agent feedback. CCW contact center employee engagement leadership

Artificial Intelligence: Ready for Primetime in the Contact Center


Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time. AI is finding a comfortable home in the contact center.

7 Contact Center Glossary Terms You Need to Know

NICE inContact

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: . Cloud Contact Center – Cloud computing… applied to the contact center. If the Federal Government trusts it, so can you. .

Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations?

NICE inContact

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging contact center technology can become a major hurdle. If so, cloud contact center technology may be the solution to your dilemma. The post Is Your Government Service Operation Keeping Pace with Increasing Citizen Expectations?

Turning your contact center into an insight center


Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners.

The Hybrid Customer Contact Center


Today, contact center leaders still have a tendency to create rules that mandate a different customer experience based on whether the interaction was self-service or involved a live agent. Live agent contact is going to diminish, but it’s never going away.

The Contact Center Questions Raised by Coronavirus

CSM Magazine

What if your employees had to work from home and you had to close your contact centers indefinitely? With the right technology, both of these options can be conducted remotely anywhere in the world and do not require workers to be physically present in a call center.

Top 5 Posts in October

Contact Center Pipeline

We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center. Happy Halloween!

7 Reasons You Need a Consultant when Looking for a New Contact Center Site

Taylor Reach Group

What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. It may not be overt and is often spawned by a belief that if we can put the center anywhere, then why not near the VP’s summer home or the CEO’s ranch, or somewhere warm in the winter. By: Colin Taylor .

Importance of the Contact Center on Full Display for Hurricane Relief


The role of the contact center has never been more critical to the overall success of your business strategy than it is today. We’d like to take a moment to highlight a few contact center operations that have shown a commitment to helping out those impacted by these recent calamities.

What is Desktop Analytics for Contact Centers?

Monet Software

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level.

Attitude: The Missing Attribute in Contact Center Hiring

Call Center Weekly

Let’s face it; the contact center agent will be placed in stressful, difficult and upsetting situations. I use customer interactions that have occurred in my contact center and place the candidate in the role of the agent.