Supporting Digital Natives

This past January, we reported the results of a survey we conducted to shed light on our expected challenges and priorities for 2016. We want to know what a difference a year makes, so we just opened a survey so that we can take a peek at 2017 and see what we’re challenged by and working on. Please take a few minutes and share your insights.

The November issue covers a wide range of topics that addresses our challenges and priorities. Here is what you’ll find:

FEATURE ARTICLES

Supporting Digital Natives
By Susan Hash
Is your contact center prepared to engage with this influential customer segment?

A Culture of Trust
By Jay Minnucci
Do your agents feel that there is evidence of distrust in your center? Counteract the perception with education and messaging.

Use Technology to Optimize Staff
By Lori Bocklund
Tools that can help with all stages of agent performance optimization.

DEPARTMENTS

IDIOM INSIGHTS
Food for Thought… Promote Your Contact Center’s Visibility
By Kathleen M. Peterson
You contact center’s enterprise identity is linked to how others see you—or DON’T see you.

INDUSTRY OUTLOOK
The Current and Future State of the WFM Systems Market
By Dick Bucci
Study findings reveal a shift to center-driven WFM product evolution.

INSIDE VIEW
Tufts Medical Center
By Susan Hash
Call recording capability improves training process and overall performance.

LEADING THOUGHTS
How to Engage and Empower the New Contact Center Workforce
By Rajeev Venkat
Principles and tools to maximize the strengths of your team.

SERVICE QUALITY
Tigo’s (Bolivia) Service Quality Initiative
By John Goodman, Ari DeSousa & Carlos Zuniga
Implementing customer satisfaction initiatives in foreign service environments: Do other markets behave the same?

SPEECH ANALYTICS
Congratulations! You Just Bought Speech Analytics! Now What?
By David Patchen
Seven post-deployment tips to deliver actionable—and ongoing—business intelligence.

THE VIEW FROM THE SADDLE
Your Best Bet? Hire a Vet!
By Paul Stockford
Hiring a veteran is good business—whether you work in the contact center or as a supplier to the industry.

Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription or free 3-month trial.

SPONSOR SPOTLIGHT
Moving Your Business Forward By Moving to the Cloud
By Tom Goodmanson, Calabrio
SaaS is one of the fastest-growing segments of technology today. Six great reasons to move to the cloud.

SPONSOR SPOTLIGHT
Make the Smart Move to Medford, Oregon
By Bill Hoke, City of Medford
Location, strong industry growth and incentives make Medford, Oregon, a leading candidate for site selection.

Thank you to our November sponsors: Calabrio, City of Medford, Contact Center Nation, Customer Contact Strategies, Execs in the Know, Human Numbers, inContact, Sennheiser, Service Agility, Strategic Contact and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.

Have a good month!

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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.