Contact Center Pipeline

OCTOBER 8, 2020

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

contact center solutions 290

contact center solutions Contact Center Marketing Call Center 290

Jon Arnold

NOVEMBER 12, 2020

This white paper has been in the works for some time with Mitel , and has launched today. Being long-form content, the white paper is gated on their website, and here’s the registration page to download it. To support it, they’ve issued a press release , and you can read about the details there.

Contact Center 52

Contact Center 52

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. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics. Read on to learn more.

Call Center 207

Call Center Contact Center Interactive Voice Response Analytics 207

Jon Arnold

FEBRUARY 12, 2018

Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper.

Contact Center 45

Contact Center Education Marketing 45

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 138

Contact Center Enterprise Consulting Consulting 138

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 110

Contact Center Transportation Customer Experience Wireless 110

CCNG

JANUARY 17, 2024

and Canada are not actively engaged or are actively disengaged at work, despite these best efforts by contact center leaders. and Canada are not actively engaged or are actively disengaged at work, despite these best efforts by contact center leaders.

CCNG 195

CCNG Calibration Employee engagement Call Center 195

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .

Contact Center 105

Contact Center CRM Call Center Personalization 105

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? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

CCNG

AUGUST 17, 2022

You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. Check back for more ways you can build a truly powerful professional network. ?For

Best practices 195

Best practices CCNG Enterprise Contact Center 195

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. The real reason why companies are investing more in their contact centers.

Contact Center 98

Contact Center outsourcing Call Center Chatbots 98

Contact Center Pipeline

MARCH 19, 2019

You can view our Directory Listing of products and services, check out our White Papers and view our latest Research Reports (we will have the results of two new surveys coming out soon: […]. As we continue to celebrate our 10th Anniversary, I would like to call attention to a few good resources on our website.

Contact Center 124

Contact Center Surveys Call Center 124

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Jon Arnold

DECEMBER 5, 2017

I've been working recently with Upstream Work s, an emerging player in the contact center space with a strong focus on improving the customer experience. We just completed a white paper based on secondary source industry data and my analysis of the role of CX to create new business value.

Contact Center 0

Contact Center Customer Experience 0

SharpenCX

DECEMBER 5, 2023

Discover what 2024 has in store for your contact center with these predictions. The post Hello, 2024: 5 Contact Center Predictions appeared first on Sharpen. Out with the old year, in with the new.

Contact Center 67

Contact Center Contact center software Cloud contact Call Center 67

CCNG

MAY 11, 2021

This challenge required contact center leaders to innovate and incorporate technology. With over 20,000 simulations consumed, the contact center executive reported a direct correlation between performance on the simulations and performance on the job.

CCNG 195

CCNG Coaching Contact Center Employee engagement 195

Jon Arnold

NOVEMBER 30, 2022

AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer. The white paper has been featured now on NICE’s website, and here’s the registration page to download a copy.

Contact Center 11

Contact Center Chatbots 11

Talkdesk

DECEMBER 10, 2020

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business. Read on to learn exactly how to do that. Think about the benefits (e.g.,

Cloud contact 115

Cloud contact Contact Center Transportation contact center solutions 115

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 109

Contact Center Technology contact center solutions Cloud contact 109

CCNG

MARCH 4, 2021

We’ve heard that from contact center trainers and trainees a lot over the past year. With the increased demands, Covid thrust upon contact center organizations, SymTrain, in conjunction with CCNG, sponsored a survey on the impact of converting to remote work.

CCNG 195

CCNG Contact Center Surveys Coaching 195

UJET

DECEMBER 2, 2020

To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete? The post Can Artificial Intelligence Replace Contact Center Agents? appeared first on UJET.

Contact Center 72

Contact Center Interactive Voice Response Self service Virtual Agent 72

Fonolo

FEBRUARY 1, 2018

We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Talkdesk

DECEMBER 1, 2020

To develop a transformation strategy, look beyond traditional contact center key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement. The post The 4 stages of contact center maturity and how to use them appeared first on Talkdesk.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Jon Arnold

JANUARY 18, 2023

This one is with NICE , and it draws on a recent white paper I did for them. As the title in the visual below shows, we’ll be exploring the bigger picture for AI in the contact center, and why it’s much more than chatbots. Got another webinar to share here.

Chatbots 84

Chatbots Contact Center Marketing 84

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

MAY 1, 2018

What better way to start the action than by exhibiting at the highest rated event for contact center professionals? Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. White Paper: 9 Critical Contact Center Trends for 2018.

Contact Center 62

Contact Center call center professionals Education Call Center 62

ShepHyken

MARCH 26, 2019

Having multiple methods of contact, or channels, removes effort from customers, which customers really like. Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. Social media has transformed how customers and businesses interact.

Chatbots 310

Chatbots Contact Center Technology Customer Experience 310

NICE inContact

JULY 26, 2019

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Huge investments?

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Calibration Construction Morale 103

UJET

NOVEMBER 16, 2020

DMG’s white paper entitled Digital Transformation Roadmap for Contact Centers reviews the top 10 phases companies need to address to prepare their customer-facing departments for the future. The post Contact Center Digital Transformation Strategy appeared first on UJET.

Contact Center 56

Contact Center Enterprise Consulting Consulting 56

Fonolo

AUGUST 22, 2018

They have called us from contact centers in the middle of the work day, when we ourselves were working on getting through that jerk chicken during a barely 15-minute lunch break. The contact center industry is now one of North America’s biggest employers. Go gift each agent, even the newbies, with a long summer weekend.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Jon Arnold

FEBRUARY 19, 2021

I recently wrote a white paper for Mitel on the importance of digital CX - customer experience - for contact centers, and the impact of COVID-19 on what constitutes a good CX. The white paper has been well-received, and we recently did a Twitter chat on the topic, which was also well-received.

Contact Center 73

Contact Center Customer Experience 73

Fonolo

APRIL 24, 2018

It’s been an exciting year so far in the world of contact centers. In just the last month we saw the release of Apple’s Business Chat, the announcement of Twilio’s new Flex call center platform and the acquisition of Altocloud by Genesys. You should also check out, 4 Contact Center Reports to Start Off Your Year.).

Contact Center 99

Contact Center Call Center Self service Surveys 99

Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

NOVEMBER 30, 2017

If your call center still makes customers cringe when they dial into support, it’s time to take action. If you’re a customer who assumes the experience will be a bad one, then you’re setting yourself, and the call center up for failure. White Paper: 9 Critical Contact Center Trends for 2018.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194