August 2016 issue of Contact Center Pipeline Magazine Agent Appreciation
Illustration by Dennis Sazhin

I love our August issue.
We cover so many topics this month that make a difference in the culture of our center with our employees and customers. There really are ways that we can impact the quality of the workplace experience and this month we talk about ways to do that. I hope you find an idea that is helpful to your center. Also, please feel free to share with me what you have found that works for you.

Here is what you’ll find in our August issue:

FEATURE ARTICLES

Agent Appreciation
By Susan Hash
Recognize your agents on a regular basis. 15 ideas for showing frontline staff how much you value their contribution.

Getting Closer to the Customer
By Jay Minnucci
Customer satisfaction surveys offer valuable data, but delivering great service requires more than just one tool.

Cloud Success in 3 “Easy” Pieces
By Lori Bocklund
Key elements for establishing and optimizing the relationship with your vendor and the technology.

INSIDE VIEW

Crisis Response Network
By Susan Hash
Contact center’s award-winning culture supports the frontline heroes who make a difference in callers’ lives every single day.

DEPARTMENTS

CUSTOMER ANALYTICS
Data Nirvana: Analytics in the Contact Center and Beyond

By Daniel Ziv & Paul Stockford
Companies that effectively use customer data to guide their strategic direction are the most successful in improving the customer experience. How to maximize your investment in analytics technology to achieve “data nirvana.”

CUSTOMER EXPERIENCE
Incremental Changes Toward an Improved Customer Experience

By Richard Kenny
Where can you start making changes that will improve customer experience? A look at three areas that are low-risk, cost-effective and easy to implement.

MANAGEMENT ROI
Reducing Stress in the Contact Center

By Dick Bucci
Some stress is inherent in call center work, but there are measures management can take to make the job more pleasant. 5 actions to cut stress and retain agents.

PERFORMANCE MATTERS
Quality Assurance, Part 2

By Matthew Rocco
How to build a vision and plan to reach customer-centric objectives. Part 2 in the Quality Assurance series.

SPEECH ANALYTICS
Tips on Selecting and Deploying Speech Analytics

By Scott Bakken
How to find the speech analytics tool that will maximize the business value of your voice data results.

STRATEGIC STAFFING
Seasonal Hiring

By Eric Berg
It may be summertime on the calendar, but many contact centers are already in full preparation mode for the holidays. How to get ready for pre-season in 5 steps.

THE VIEW FROM THE SADDLE
Gender Balance in the Contact Center Industry: The Times They Are A-Changin’
By Paul Stockford
Verint’s Nancy Treaster shares her insights on succeeding in today’s workforce.

SPONSOR SPOTLIGHT
How Engage WFO Is Providing Advantages That Benefit Tufts Medical Center Patients
By TelStrat
When Tufts Medical Center needed an easy-to-use call recording and workforce optimization solution, they turned to TelStrat’s Engage WFO.

Thank you to our August sponsors: Calabrio, Customer Contact Strategies, Execs in the Know, Human Numbers, ICMI Events, inContact, IntelePeer, Interactive Intelligence, Mitel, Sennheiser, Service Agility, Strategic Contact, TelStrat and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.

Have a good month.

August 2016 Issue Contact Center Pipeline

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August 2016
AGENT APPRECIATION

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Linda Harden
Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.