Tag: contact center
Use the Right Tools for Internal Communication
A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...
Leverage Customer Data to Deliver a Personalized Customer Experience
Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...
5 Ways to Win with Gen Z Workers
Gen Z is known as the fastest-growing workforce in America right now. And although many employers might feel daunted by the influx of new...
Cautious Optimism… Taking Ownership of Communication
Cautious optimism is defined as “a feeling of general confidence regarding a situation and/or its outcome coupled with a readiness for possible difficulties or...
Unleash the Data in Your Contact Center to Achieve Enterprisewide Customer Experience Excellence
Transformation is happening in the market today. Transformation driven by the growing consumer preference for digital interactions using smartphones, tablets or computers. Transformation that...
Contact Center Pipeline Magazine: Inside Our June 2019 Issue
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,...
Top 5 Posts in May
May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes. This month, we saw a great deal...
Inside View: An Interview with Randal Hiester, Health First
Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and...
Promote Better Work-Life Balance in the Contact Center
Although there is some difference of opinion about exactly what the term “work-life balance” means, Dolly Parton, in her classic comedy “9 to 5,”...
3 Tips for Embracing an Agile Approach to Digital Transformation
While digital transformation and technologies like chatbots and artificial intelligence (AI) remain top of mind for improving and innovating customer service processes, many companies...
Time to Create a Better Desktop
It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....
