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Site title: Contact Center Pipeline Blog | Insight and Inspiration for Contact Center Professionals
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To kick off November’s top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer details how AI can be used to identify agent burnout and thus, prevent agent attrition. Then, Daniel makes the case for IVR. As we head into the holiday shopping season, our […]
As an entrepreneur in the business process outsourcing (BPO) space and someone who has spent years building mission-driven teams, I’ve seen firsthand how inclusive hiring isn’t just the right thing to do. It’s a powerful lever for contact center success. Yet at a time when diversity, equity, and inclusion (DEI) initiatives are facing mounting scrutiny, […]
Since the COVID-19 pandemic, employers, including their contact centers, have noticed significant shifts in the labor market. • Unemployment has remained remarkably low. • Hourly workers are getting harder to come by. • Historic turnover rates, especially in frontline roles. Despite these challenges, most companies still rely on transactional, one-size-fits-all training...
Contact center training and coaching methods and tools are undergoing both a technological transformation and a rethink of how best to help leadership and staff feel well trained and skilled in helping customers, according to consultant and Advisory Board member Laura Sikorski. Contact centers are seeing a shift of repetitive skills from agents to AI […]
For CX and contact center leaders looking to turn customer conversations into strategic business advantage, the time to act is now. Despite being rich in data, most contact centers remain poor in actionable insight. While every customer conversation is recorded, few are truly analyzed, let alone used to inform enterprise-wide decision-making. ContactBabel’s recent report, AI [&#...
