Spearline

DECEMBER 10, 2019

This is the inaugural edition of Connect , the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally.

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Contact Center Pipeline

FEBRUARY 5, 2020

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them.

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Contact Center Customer Experience Call Center 141

Contact Center Pipeline

JANUARY 6, 2020

I always look forward to the new year and the enormous promise it holds.

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Contact Center Call Center Customer Service Customer Experience 164

Contact Center Pipeline

AUGUST 2, 2019

It’s summertime here in Annapolis, Maryland. The pool water is warm and the sun is hot. That means it’s a great time to address your Summer Reading List. I sure hope Contact Center Pipeline is on it!! If not, now is a great time to sign up. We would love to go to the pool […].

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Contact Center Call Center 179

Contact Center Pipeline

SEPTEMBER 5, 2019

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian.

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Contact Center Call Center 158

Contact Center Pipeline

NOVEMBER 5, 2019

This is our 5th year conducting our Contact Center Challenges and Priorities survey. We will be reporting the results in our January issue. I’m excited to see our evolution and our plans for 2020. Please take a few minutes and share your insights.

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Contact Center Surveys Call Center 141

Contact Center Pipeline

JULY 3, 2019

Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives.

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Contact Center Call Center 164

Concentrix

FEBRUARY 25, 2020

Concentrix Ranks #58 for Training and Development Concentrix’ deep investment in its staff has landed it on Training magazine’s Top 125 for the third consecutive year, ranking 58 for 2020. The post Training Magazine Recognizes Concentrix with Top 125 Award appeared first on Concentrix.

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Contact Center Pipeline

JUNE 4, 2019

We are seeing record numbers of low unemployment rates—the lowest in the past 50 years. Given the fact that contact centers, by their nature, are typically high turnover, making sure that we do the right things for our agents is critical.

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Contact Center Call Center 158

Contact Center Pipeline

MARCH 5, 2019

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline!

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Contact Center Call Center 141

Contact Center Pipeline

FEBRUARY 5, 2019

Please take a few moments and see what our February issue has to offer. We cover many of those topics that challenge us every day, like training, performance management tools, analytics, recruiting and staffing, conversational user interfaces, interview techniques, artificial intelligence and more.

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Contact Center Analytics Management Call Center 141

Contact Center Pipeline

APRIL 2, 2019

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning.

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Contact Center Call Center 130

Contact Center Pipeline

NOVEMBER 2, 2018

November! It’s that time of year! Halloween has passed, the pumpkins are gone, and now we look forward to spending time with our friends and loved ones at Thanksgiving. As always, Pipeline is here to help during this busy time of year. You can search our article archive and blog for seasonal tips.

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Contact Center Call Center 141

Contact Center Pipeline

SEPTEMBER 6, 2017

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions.

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Contact Center Personalization Call Center 179

Contact Center Pipeline

JANUARY 4, 2019

Happy 2019! I hope the New Year brings much happiness and peace to you. Please take advantage of our Subscription Offer (12 months for Free!). What a fabulous January issue!

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Contact Center Surveys Call Center 130

Contact Center Pipeline

DECEMBER 4, 2018

Best wishes to you and your loved ones for the happiest of holidays! It’s an exciting time of year—and an exciting time to be a part of the contact center industry!

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Contact Center Call Center 130

Contact Center Pipeline

MAY 2, 2017

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.

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Contact Center Customer Experience Call Center 180

Contact Center Pipeline

NOVEMBER 2, 2017

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers.

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Contact Center Technology Call Center 163

Contact Center Pipeline

FEBRUARY 6, 2018

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […].

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Contact Center Coaching Call Center 151

Contact Center Pipeline

OCTOBER 2, 2018

All the surveys tell us how important quality service is across contact channels. I haven’t seen a survey yet where customers say that service isn’t important. Our customers tell us they give more weight to quality of service than they do for price or product.

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Contact Center Surveys Call Center 130

Contact Center Pipeline

AUGUST 2, 2018

It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact Center Pipeline. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been […]. Inside The Issue call center contact center

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Contact Center Call Center 130

Contact Center Pipeline

MARCH 6, 2018

Welcome to our March issue! It is gratitude month for me at Contact Center Pipeline! Gratitude to Steve, Susan, Frank and Mark for all their hard work in getting this ship afloat! Thanks also to Ellen, Sarah and Valerie who help rise our tides!

Contact Center 141

Contact Center Call Center 141

Contact Center Pipeline

OCTOBER 3, 2017

I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference.

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Contact Center Customer Service Call Center 141

Monet Software

JUNE 21, 2019

Verint Monet announced today that TMC , a global, integrated media company, has awarded Verint Monet Workforce Management a 2019 Product of the Year Award, presented by Cloud Computing Magazine. Verint Monet Workforce Management Recognized for Exceptional Innovation.

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Morale Contact Center Analytics Service level 89

Contact Center Pipeline

JULY 3, 2018

Publishers Note July 2018 We’ve seen the statistics and studies – or seen it first-hand, employee engagement is at an all-time low and continues to be a top management challenge. While we all struggle to find the right strategies for improvement, the effects on productivity, costs and culture continue to mount. Improving engagement was a […]. Inside The Issue

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Contact Center Employee engagement Management 110

Topdown

JANUARY 7, 2019

The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product.

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Technology Management Customer Experience 62

Contact Center Pipeline

JUNE 2, 2017

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out.

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Contact Center outsourcing Chatbots Surveys 130

Contact Center Pipeline

JUNE 5, 2018

What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events. And, it is a busy time of year in our centers. Many of us are starting to gaze upon our yearly budget process, gearing up to hire for seasonal workers and […]. Inside The Issue call center contact center

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Contact Center Call Center 100

Contact Center Pipeline

MAY 2, 2018

Do you know what I love best about the contact center industry? It’s as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. This month we have a jam-packed issue that addresses many of the issues that contribute to those experiences […]. Inside The Issue call center contact center

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Contact Center Customer Experience Call Center 100

Contact Center Pipeline

APRIL 4, 2018

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for growth and renewal. What’s better than empowering and engaging our agents to achieve growth and renewal? FEATURE ARTICLE […]. Inside The Issue call center contact center

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Contact Center Call Center 100

Monet Software

FEBRUARY 15, 2019

Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that its WFO solution, Monet WFO received 2018 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. On behalf of TMC and CUSTOMER magazine , I would like to congratulate all of the 2018 Workforce Optimization Innovation Award winners,” said Rich Tehrani , CEO, TMC. The post Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award appeared first on Monet Software.

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CRM Quality management Analytics Metrics 52

Monet Software

FEBRUARY 15, 2019

TMC , a global, integrated media company, has named Monet WFO as a 2018 Cloud Computing Excellence Award winner, presented by Cloud Computing Magazine. The post Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine appeared first on Monet Software. Monet WFO Honored for Exceptional Innovation.

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Quality management Analytics Contact Center Marketing 52

Contact Center Pipeline

SEPTEMBER 5, 2018

What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school.

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Contact Center Call Center 77

ppt solutions

AUGUST 20, 2019

magazine announced today that PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, was. Magazine appeared first on PPT Solutions. For a second consecutive year, PPT Solutions appears on the prestigious Inc. 5000 list with 353% three-year revenue growth. TULSA, OKLAHOMA, August 20, 2019 – Inc.

Customer Experience 40

Customer Experience 40

Monet Software

OCTOBER 3, 2018

Los Angeles, October 2 nd , 2018— Monet Software announced today that TMC , a global, integrated media company, has named Monet WFO as a 2018 Contact Center Technology Award winner, presented by CUSTOMER magazine. “We

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Technology Contact Center Quality management Engineering 62

Alorica

MARCH 29, 2019

Produced by CRM magazine, the. Leader of Customer Experience Solutions Gets Top Honor in the “Contact Center Outsourcing” Category IRVINE, Calif. March 29, 2019) – Celebrating two decades in business, Alorica Inc.,

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CRM outsourcing Contact Center Customer Experience 62

Contact Center Pipeline

OCTOBER 3, 2019

This month, we feature an article on key performance indicators. It is one of my favorite topics! We have the opportunity to measure so many things based on our organization and mission. Please check out the 12 commonly used KPIs in Susan’s feature article.

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Contact Center Call Center 34

NICE inContact

FEBRUARY 23, 2016

We are thrilled to announce that Customer Magazine has selected inContact My Agent eXperience™ (MAX) as a 2016 Customer Product of the Year. Customer Experience General Multi-channel Contact Center Agent Empowerment Awards CEU Customer Magazine inContact MAX My Agent eXperience

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Multi-channel support Agent Empowerment Metrics CRM 93

Contact Center Pipeline

MAY 3, 2019

Contact centers are complex. Just look at the range of topics we cover in our May issue of Contact Center Pipeline. There are so many gears in motion to keep all the wheels turning to satisfy all the stake holders in and out of our organizations. I hope you can find a way to make […].

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Contact Center Call Center 28

teleopti

OCTOBER 9, 2018

Inovação também é uma ferramenta para engajar os colaboradores da empresa. Em sua nova ferramenta de gestão da força de trabalho, a Teleopti, fornecedora de soluções focada em telecomunicações, apostou na motivação pela diversão. A WFM 8, além da característica móvel, traz recursos de gamificação

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B2B 48