Operations

From the Heart

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From the Heart

Heart & Stroke’s Resuscitation Support Centre supports the instructors who teach others how to save lives.

Current Issue Operations People Culture Technology Staffing Remote Work Operations




Helping the Centers That Help Others

Nonprofit organizations’ contact centers have been struggling during the COVID-19 pandemic, but there are strategies to assist in the new normal.

Current Issue Operations Strategy People Technology


Sorry, No Magic Cure-All to Turnover

A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

Current Issue Operations People Development Turnover Technology Remote Work People


Coaching Security and Compliance

Steps contact centers can take to protect customers through training the agents.

Current Issue Operations People Development


Protecting Your Most Sensitive Data

Use automated conversational redaction of audio and transcripts for compliance and training.

Current Issue Operations Strategy People Technology Data Security


Is Cybersecurity Your High Priority?

Methods, tools, and common-sense practices to prevent data breaches through contact centers.

Current Issue Operations People Technology Data Security


Maintaining Compliance With MFA

Biometrics are the best path forward for contact centers.

Current Issue Operations People Technology Data Security


Managing the Human Element

Employees, like contact center agents, are central to both the risks and the solutions to preventing and responding to cyberattacks.

Current Issue Operations People



Understanding (And Complying With) Canada’s Laws

Here are the key rules and developments, along with insights to help with compliance.

Current Issue Operations Strategy



Changing the Business Experience

Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.

Operations Strategy Customer Experience People Development Technology Artificial Intelligence Remote Work Technology Member Exclusive



Work from Home... Are You Sure of the Future?

It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.

Operations Strategy People Hiring Technology Remote Work Operations Member Exclusive



Mining for Productivity

How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.

Operations People Development Technology Member Exclusive



Enabling Excellent Omnichannel Experiences

A desktop solution can streamline customer service and support and gain an advantage over the competition.

Operations People Technology Omnichannel



Taking Service to the Next Level

Intelligent automation shows the way up for agents and customers.

Operations People Technology


Strengthening the B2B CX

B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.

Operations Strategy Customer Experience People Technology Remote Work Strategy


Analyzing the Analytics

Analytics software is critical for contact centers. So, what lies ahead?

Current Issue Operations People Technology Omnichannel Artificial Intelligence



Go Ahead…Try Something New!

Contribution to Capacity (C2C) is worth trying to improve your center’s performance.

Operations Strategy



Adjusting Headsets for the New Normal

Remote/hybrid working, health concerns, and video are changing headsets and how they are used.

Operations Technology Remote Work People


Headsets: The Call Floor Perspective

Here’s what agents want from headsets, and issues with them.

Operations People Technology Remote Work Technology


Supporting the Agent/Customer Experience

An AI-first approach keeps contact centers—and their agents—running efficiently and effectively.

Operations People Technology Staffing Artificial Intelligence


Conversational AI: The Contact Center’s Superpower

How artificial intelligence can assist agents in their customer interactions.

Operations Technology Artificial Intelligence


Optimizing Agent Performance

How AI-driven behavioral analytics can improve the experience of agents in the new normal.

Operations People Performance Management Technology Workforce Optimization Artificial Intelligence Remote Work Technology


Is the Support Experience Part of Your CX...

In this subscription economy era, investing in your support organization is revenue-critical.

Operations Technology Artificial Intelligence


Laura Sikorski on Analytics

Contact center operations and technology authority Laura Sikorski offers her insights on buying and using analytics applications.

Operations Technology


Connecting the Machine and Human

Why taking a hybrid knowledge and a framework approach to customer service works.

Operations Strategy Customer Experience People Technology Artificial Intelligence


How Analytics Will Earn Contact Centers a Seat...

How Analytics Will Earn Contact Centers a Seat at the C-Suite Table

Operations Strategy Customer Experience Technology White Papers


Create a Culture of Accessibility

There are six concepts contact centers can follow to make
their workplaces accessible.

Operations People Hiring Development Culture


The New Resource for Contact Center Staffing

Individuals with disabilities who also have mobility challenges provide an excellent workforce.

Operations People Hiring Technology Remote Work People


How to Ensure Exceptional Customer Service on...

How to Ensure Exceptional Customer Service on Every Call

Operations White Papers


The Fine Art of Contact Center Management

The five factors of Caller Tolerance. (Part 2 of 2)

Operations Strategy Customer Experience


SPECIAL REPORT: Biden Administration Acts to...

President Biden signed an executive order committing to customer experience (CX) improvements with 17 federal agencies.

Current Issue Operations Strategy Customer Experience Technology


Designing Inclusive Contact Center Experiences

Connecting customers and employees with disabilities is not only the right thing to do, and required by law, but it also makes business sense.

Operations People Hiring Technology



Moving Forward: What Will 2022 Bring for...

Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.

Operations Workforce Management Strategy People Technology Staffing COVID-19 Remote Work Remote Work Strategy


The Fine Art of Contact Center Management

Understanding, and responding to, the center’s driving forces. (Part 1 of 2)

Operations Workforce Management Strategy


How to Make Gradual Changes

Contact center leaders need to make improvements based on understanding people and current processes.

Operations


Making the Most Out of Your CCaaS Investment

The cloud can successfully modernize the contact center only by moving methodically to it.

Operations Technology Artificial Intelligence



The New Normal: Navigating Change, Disruption

Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

Operations Virtual Contact Centers Technology Remote Work Operations



Working on Workforce Issues

Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Operations Workforce Management Strategy Technology Workforce Optimization Artificial Intelligence COVID-19 Remote Work Remote Work Operations


Refining Remote Working

How WFH contact center employees can best engage with customers and colleagues.

Operations Strategy Culture Remote Work People


Why Customer Experience Matters

When agents realize their impact on CX, they can deliver better outcomes for everyone.

Operations Technology Artificial Intelligence White Papers


The New Broom Sweeps Clean

Valuing contributions, small teams, true analytics, and effective hiring and training can make 2022 into a fine year for your contact center.

Operations Strategy


The Future of Contact Centers?

People are at the heart of contact centers, so what will the workforce be like, post-pandemic?

Operations Strategy Customer Experience


Overcoming CX Labor Obstacles

A leading CX BPO reveals industry secrets.

Operations Strategy


A Second Chance to Stop the Great Resignation

Providing opportunities to incarcerated individuals can help contact centers: and society.

Operations Strategy


The Tone of Voice is Everything

Excellent tone, backed by confidence, improves conversations with customers.

Operations


Making Delight Intentional

Providing customer delight through the contact center can pay off in multiple ways for organizations.

Operations Strategy Customer Experience


Is the Picture Bright for Video?

Video is widely used for internal communications, but will it grow for customer contact?

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology


Will Video “Kill” the Call Center Agent?

Video promises to enhance collaboration but risks appearance, possible discrimination issues.

Operations Collaboration Strategy Customer Experience Technology Remote Work Technology


Guiding Your Cloud Implementation

The guardrails that keep your technology project on track.

Operations Technology


Culture Shift: Contact Center Management in...

How to move from cost- and task-based to value- and
experienced-based operations.

Operations Strategy Customer Experience


Three Rules to Win the 2021 Holiday Season

Empowerment, AI, and soft skill coaching could help you score points with customers.

Operations Technology Artificial Intelligence


Mastering the Hybrid Retail Experience

Cross-channel conversational AI can help open consumers’ wallets.

Operations Technology Self-Service Artificial Intelligence


What’s in Store for Holiday Retail CX?

Improved customer digital and agent experiences could make this season brighter.

Operations Strategy Customer Experience Remote Work Strategy


Providing, and Assuring, the Total Experience

Testing is key to enabling a cloud-based TX strategy.

Operations Strategy Customer Experience


Lifting Innovation With Cloud WFM

In the post-COVID-19 contact center, cloud is a given, as is the need for holistic WFM.

Operations Workforce Management Technology


Providing Resiliency During Challenging Times

How a contact center adapted and executed its BC/DR plan, and lessons learned

Operations Remote Work Operations


Customer-Centric Self-Service

Companies have been rushing to add channel choices for customers, but more is not always better.

Operations Service Delivery


Executive Interview with Mario Fernandez, CEO...

Empathy is very important to our clients. Each client is very different, and we need to understand their needs and goals.

Operations White Papers


Old and In the Way

Before writing off retired or retiring boomers as being old and in the way, consider the benefits of hiring members of this hard-working generation, even if they only work part time from home.

Operations Workforce Management Remote Work Operations


Future-IZE your KPIs… and Your Frontline...

Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.

Operations Workforce Management Service Delivery


Chatbots, AI and the Contact Center Worker:...

The ability to resolve issues competently and quickly is a core skill set of the contact center worker.

Operations Workforce Management Assisted Service


The Times They Are a-Changin’

The contact center is finally a place for investment rather than budget cuts.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


Biden Administration Impact on Contact Centers

In an otherwise unpromising employment environment, the contact center space may shine like a bright beacon.

Operations COVID-19


Texting Takeover: How to Integrate SMS,...

Text messaging (and SMS in particular) is ubiquitous and addresses shortcomings with phone calls, emails and chat boxes. It should be one of your channels if it isn’t already.

Operations


Can You Say Con-tin-gen-cy?

The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.

Operations Contingency Planning COVID-19 Remote Work Remote Work Operations


Moving Contact Center Agents Home for the...

Now is the time to review all technology and ensure that your agents have virtual access to everything they need to be successful.

Operations Workforce Management COVID-19 Remote Work Remote Work Operations


Seven Ways the Pandemic Affected My WFM Role

These new shifting patterns made us more aggressive with our forecasting approach.

Operations Workforce Management COVID-19 Remote Work Operations


Inside View: PFS

Our model allows for tremendous flexibility, which boosts employee morale because they're working a schedule that works for their lifestyle.

Operations COVID-19 Remote Work Remote Work Operations


Coming Back Home… to the Office

Be prepared and be flexible enough to modify your plans according to the fluidity of the situation. As they say, stay calm and call on.

Operations COVID-19


How to Make Work Work Again

Are you tough enough to endure? Smart enough to change?

Operations COVID-19 Remote Work Remote Work Operations


Executive Interview with MusicWorks’ David Sandler

When a caller is greeted with a synthetic voice, there is often a visceral reaction that subtly cues a negative reaction.

Operations White Papers


Automation: The Contact Center’s Grocer

One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.

Virtual Contact Centers Technology Artificial Intelligence


Hiring Work-at-Home Agents After the...

WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.

Virtual Contact Centers Technology Staffing COVID-19 Remote Work Remote Work Technology


Maintaining Customer Support in a Crisis

In less than a week, we went from most of our teams handling calls in one of our brick-and-mortar sites to 91% of our contact center base working remotely.

Operations Virtual Contact Centers COVID-19 Customer Retention Remote Work Operations


Building a Sustainable Strategy for Remote Agents

Given the dynamic environment that contact centers now find themselves in, adaptability and flexibility have never been more important.

Operations Collaboration Virtual Contact Centers COVID-19 Remote Work Remote Work Operations


A New Era Calls for a New Level of Resiliency

Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.

Operations Contingency Planning COVID-19 Customer Retention Remote Work Operations


Healthcare Contact Centers: Readiness ROI and...

What is the ROI on readiness? Peace of mind and the ability to respond.

Virtual Contact Centers Strategy Planning COVID-19 Remote Work


The COVID-19 Crisis: Do We Put Our Energy into...

We need to be extreme in terms of building trust, caring for others, showing genuine empathy during these very challenging times.

Virtual Contact Centers Strategy COVID-19 Remote Work Remote Work Strategy


Working From Home — A Growing Necessity

Even though artificial intelligence has its advantages, it does not have the capacity to show compassion, encouragement or patience to a hurt world.

Virtual Contact Centers People Performance Management COVID-19 Remote Work Remote Work People



Hold On, I’m Comin’: What to Do with Callers...

Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.

Operations Service Delivery COVID-19 Customer Retention


On-Trend: At-Home Agents

There’s a 10-year track record of work-at-home results in the contact center environment. It’s become hard to ignore, even for those executives who personally don’t prefer or like the thought of a distributed work environment.

Operations Contingency Planning Virtual Contact Centers COVID-19 Remote Work Remote Work Operations



Go Beyond Net Promoter Score to Measure...

Too often, businesses begin and end their strategies from their own perspective.

Operations Service Delivery Reporting


Surviving Post-Holiday Returns

The additional volume that comes as a result of a wildly successful holiday season can easily overwhelm a company that isn’t prepared, swamping customer service and negatively impacting customer satisfaction.

Operations Service Delivery


The Consolidation Trend Will Further Hurt...

The rule of 150 can improve quality and employee engagement in the large contact center environment. How do we know? Let’s look at ants.

Operations Service Delivery Remote Work Agent Motivation


Don’t Make Customers Wait: Smart Solutions for...

In this era of instant gratification and increasing customer impatience, contact centers are on the front line when it comes to dealing with customers in a hurry.

Operations Service Delivery


The Latest Trends in Quality Assurance

QA programs need to live in the gray area, allowing agents to navigate complex issues, make tailored decisions and empower them to make things right.

Operations Service Delivery


How Embracing Digital Customer Service Can...

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel


Creating a Collaborative Virtual Team

Thousands of miles might separate them, but their workforce mindset must be as one to perform in unison.

Operations Virtual Contact Centers People Workplace Environment COVID-19 Remote Work Remote Work Operations


Revisiting Schedule Adherence

Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.

Operations Workforce Management


An Interview with Randal Hiester, Health First

We will do whatever it takes to get people the information, audits and training to make them successful.

Operations Service Delivery


Be Proactive in Protecting Customer Data

The most significant security risk to a company’s data or systems comes from within—human error.

Operations Contingency Planning Technology Data Security


Unymira Q&A

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

Operations Workforce Management Technology White Papers


Absenteeism Is a Pain

Good policies should be fair and consistent but should be designed with humans, not robots, in mind.

Operations Contingency Planning People Turnover


Keeping Call Center Agents from Causing Legal...

Even the most careful, professional and fastidious agent is prone to human frailties.

Operations Contingency Planning People


Improving Contact Center Operations: Happiness...

Happy workers = happy clients and pleased customers. They all interconnect.

Operations Cost Management People


ROI, ROI, Wherefore Art Thou ROI?

How to show the impact and value of your contact center technology.

Operations Cost Management Strategy Technology


Plan and Measure = Pleasure

The ability to properly plan, and measure the performance of the plan, improves your contact center’s visibility as a valued asset.

Operations Reporting Strategy Planning



Taking a Deep Dive into FCR

Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.

Operations Service Delivery Reporting


Delivering Impactful Feedback + Coaching in...

Practical, actionable advice for positive coaching and feedback results.

Operations Collaboration People Performance Management


Preparing for the Squeeze: How Wages Will...

Strategies to retain top talent during the holidays and beyond.

Operations Cost Management People Hiring


Contact Center Costs and the Role of Technology

The question becomes, what is the weight of contact center technology costs compared to the other contact center-specific costs?

Operations Reporting Strategy


Like It or Not, Get Used to the Gig

The gig economy is beginning to become such an economic driving force that there are many who believe that having gig workers in the contact center - i.e., on-demand agents - is only a matter of time.

Operations


Don’t Ignore the Economics of Your Contact Center

In the U.S., the minimum wage is below the poverty rate, and thus, is a failed policy.

Operations


Leveraging Digital Channels

Companies still view their products and services as point solutions instead of thinking about the entire ecosystem that the devices live in.

Operations Assisted Service Technology Omnichannel


Imagining the Possibilities with AI

Remember that AI is not going to just run on its own. You need people involved for the “human-assisted learning” to determine how to act on the insights and opportunities the system discovers.

Operations Assisted Service Technology Self-Service


Contact Centers: The Secret to Business...

Contact center data is not actionable in its raw form. It takes the right data aggregation, analytics and reporting tools to turn it into meaningful business intelligence.

Operations Reporting White Papers


The Case for Technology in an Understaffed World

No technology is a silver bullet, but many tools can make a dent in the key things that contribute to understaffing.

Operations Assisted Service Technology Workforce Optimization


The Value in Accuracy: How to Create the Right...

The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.

Operations Workforce Management


A 360-Degree Approach to Contact Center Security

It’s crucial to empower CSRs to play an active part in maintaining contact center security. After all, they witness more of what takes place on the call center floor than supervisors.

Operations Contingency Planning COVID-19 Remote Work


Five CX Early Warning Signs Customer Experience

What we really need is a way to measure customer happiness while our customers are interacting with our brand at every stage of the customer journey.

Operations Service Delivery


Scheduling Tips to Empower & Engage

Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.

Operations Workforce Management


Five Obstacles to Digital Access in Today’s...

Healthcare systems must take a long and hard look at these protocol/preferences that force calls to be transferred back to the practice; this scenario is the ultimate digital obstacle.

Operations Service Delivery


Consultative WFM

Moving a contact center from this combative structure to a more unified management approach requires strategic role redesign along with tactical behavioral changes.

Operations Collaboration


How to Work with your Local Economic...

Invite the EDO to your office to explain your situation. You want to make sure that they understand your needs.

Operations Cost Management


The SBR Balancing Act

SBR comes in many forms, is exceedingly powerful, and may be the least understood and most error-prone piece of technology you can find in a contact center.

Operations Service Delivery


Homeward Bound

The at-home agent workforce is now mainstream in the global contact center industry and will likely dominate the industry before the end of this decade.

Operations Strategic management COVID-19 Remote Work


Centralized Scheduling: Turning Challenges...

Those who begin a centralized scheduling contact center without a solid plan may wind up with an inefficient and costly model, one that is broken up into small groups dedicated to individual practices.

Operations Operations management


Disaster Planning: The Human Factor

It can take weeks—or longer—for a community to recover after a disaster. Supporting your staff during and after a catastrophe calls for a great deal of compassion and understanding

Operations Operations management COVID-19 Remote Work


Differentiator Series, Part 3: Optimizing the...

If you want to differentiate based on service, you have to adopt the approach that everyone counts, and your people, processes and technology have to be built to support that approach.

Operations Service Delivery Operations management


The Value of Healthcare Contact Centers: What...

While service level has long been seen as a measurement tool, its primary strategic mission is to serve as a strong and stalwart planning tool. It is the foundation without which realistic budgeting and staffing are at risk.

Operations Service Delivery Operations management


The Year Ahead: 17 on ’17

Manage your future, your visibility and your value by contextualizing all contact center activities in the framework of customer experience—only then will the most senior levels of the enterprise recognize and fund the contact center of the future.

Operations Strategy People Technology Strategic management People management Operations management


Elevate Customer Satisfaction Through Improved FCR

Every 1% gain in FCR directly translates into a 1% gain in customer satisfaction.

Operations Service Delivery Operations management


Winter Weather: Planning for Safety and Success

In my experience, this is a time when those who are at work really benefit from the feeling of camaraderie and teamwork.

Operations Contingency Planning Operations management


Agent Performance Metrics

When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.

Operations Workforce Management Operations management



Tips on Selecting and Deploying Speech Analytics

A speech tool is not a plug-and-play technology. Your organization must be prepared to dedicate the proper resources that will ensure its success.

Operations Assisted Service Technology Workforce Optimization


How to Build a Great Culture

Culture is the heartbeat of the contact center. It’s the single, most important thing to drive.

Operations Collaboration Strategy Culture Strategic management


Improve the Performance of Your Contact Center...

With the advent of the Internet, cloud computing and advances in voice technology, it is now possible to intelligently route calls globally from the cloud.

Operations Technology White Papers


When Dysfunction Strikes

In many organizations, dysfunction is sitting below the surface like a dormant virus. Yes, it is quiet most of the time. But if a certain grouping of circumstances comes together, it awakens in a most viral and menacing fashion.

Operations Service Delivery Strategic management


Advocatus Diaboli and the Metric Mirage

The metric mirage is just that—a thin veil disguising a difficult truth—temporarily. Advocatus diaboli urges you to use only the metrics that support the conditions you know to be true.

Operations Service Delivery Operations management


Conversing or Transacting?

Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.

Operations Service Delivery Operations management


Contact Center Skills and Compensation Trends

Contact center management will have to wear many new hats—traditional operational and HR, of course, but also customer experience and corporate strategy.

Operations Cost Management People management


Welcome to Our Contact Center!

Your center only has a few precious seconds to make a positive first impression.

Operations Service Delivery Strategic management


Assisted Service Is Alive and Well…

When customers need the human touch, technology enablers can help to ensure successful interactions.

Operations Assisted Service Technology Assisted Service










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