February holds a special holiday… Valentine’s Day. I hope it’s a wonderful day of celebration giving you the chance to share your gratitude and appreciation to your follow co-workers, friends and family.
February also brings a special issue of Contact Center Pipeline. It is chock-full of insights on a wide-range of topics. Here is what you’ll find:
FEATURES
Agents Unscripted
By Susan Hash
More contact centers are empowering agents to go off script to deliver personalized, authentic experiences.
Differentiator Series Part 1: Balancing the Contact Center Brain
By Jay Minnucci
What is it that sets some centers apart from the others? Part 1 of this series examines the impact of right-brain/left-brain decision-making.
Technology’s Role in the Omnichannel Pursuit
By Brian Hinton
Omnichannel has replaced multichannel as the buzzword used by vendors, analysts and contact centers. The end-state goal has also changed. A look at critical success factors to pursue the elusive omnichannel goal.
DEPARTMENTS
CUSTOMER EXPERIENCE
Digital Feedback Management: The Next Chapter for Customer Experience
By Brian Koma
Customer experience solutions are no longer tactical nice-to-haves, but rather critical strategic tools.
IDIOM INSIGHTS
The Cold Shoulder of Customer Care
By Kathleen M. Peterson
If staff are indifferent, hostile or snub consumers, how much worse can a robot be?
INDUSTRY OUTLOOK
Dissecting the Customer Experience Management Market
By Dick Bucci
How should we define CXM solutions? Dick Bucci examines the market, the players and solutions categories.
INSIDE VIEW
Eileen Campbell, Horizon Utilities
By Susan Hash
Leading by example with passion, dedication and lifelong learning.
PERFORMANCE MATTERS
Drama: A Top Killer of Agent Satisfaction and Retention
By Eric Berg
Drama is a great when you’re in the theater, but in a contact center, it can be devastating. 5 proven methods to overcome drama in your center.
LEADING THOUGHTS
Are Your Customer Relationships on the Rocks?
By Greg Dakters
Advice for fixing a dysfunctional relationship—before your customer leaves you for someone else.
SPECIAL REPORT
Customer Engagement: The Next Level Issue
By Cynthia Grimm
Recent study findings reveal the impact of customer engagement on business success.
THE VIEW FROM THE SADDLE
Power to the People
By Paul Stockford
In 2017, workforce issues will need to be considered equally with customer service issues.
ASSOCIATION SPOTLIGHT
Professional Association for Customer Engagement
By PACE
PACE is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel approach to engaging their customers.
ECONOMIC DEVELOPMENT SPOTLIGHT
How Will Changes in Minimum Wage Laws Affect Your Contact Center Location Decisions?
By James R. Beatty
A look at the implications and potential budget impacts from minimum wage increases that will take place in 2017 and beyond.
SOLUTIONS SPOTLIGHT
FrontLine Group
By Ryan O’Hara & Susan Hash
A Q&A with FrontLine Group—a BPO that brings to its clients customer care processes, standards and strategies that have been refined over the past 96 years.
SPONSOR SPOTLIGHT
InGenius
By Kari Simpson
InGenius is a computer telephony integration innovator with over 20 years of experience in enterprise telephony.
Thank you to our February sponsors: Contact Center Nation, Customer Contact Strategies, FrontLine Group, Human Numbers, ICMI Events, inGenius, NECCF, PACE Association, Sennheiser, Service Agility, Strategic Contact, USAN, Virtual Hold Technology and Verint.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.
