Creating Career Paths for Call Center Agents

Welcome to the July issue of Contact Center Pipeline. It is an honor to interview Bob Furniss in our July issue. Bob is the Vice President of the Global Service Cloud Practice for Bluewolf, an IBM Company. In May, Bob received the ICMI Lifetime Achievement Award. In his interview, Bob shares with us his passion for the contact center industry, as well as his thoughts about leadership and advice for the future. It is an award well deserved! We are appreciative that Bob has shared his insights and wisdom in our publication over the years. Congratulations, Bob! Job well done!!

Our July issue is packed with a wealth of information.

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FEATURES

Creating Career Paths for Agents
By Susan Hash
Upskill your agents to fill talent gaps within and outside of the contact center.

To a More Cost-Efficient 2018
By Jay Minnucci
Three improvements that are quick to implement and offer potentially significant cost savings.

Measuring Contact Center Effectiveness
By Brian Hinton
Metrics processes and tools—and the associated reporting and analytics—must evolve to account for the center’s exigency to be efficient and effective.

SPECIAL REPORT

Workforce Optimization Survey: Time for the Next Level
By Lori Bocklund
Findings from the 2017 WFO Survey reveal that contact centers often fall short in using technology effectively and driving value.

DEPARTMENTS

DATA SECURITY
Three Security Myths About Moving to the Cloud
By Austin Messer
Recent research dispels common misconceptions about keeping sensitive data safe.

HEALTHCARE CORNER
Survey Says Healthcare Contact Centers = Adventureland
By Kathleen M. Peterson
Findings from a recent poll of healthcare contact center leaders reveal top challenges.

INSIDE VIEW
DAT Solutions
By Susan Hash
Award-winning center’s secret sauce: Professional development, caring culture and “Customers for Life” core value.

LEADERSHIP Q&A
Q&A with Bob Furniss
By Susan Hash & Bob Furniss
ICMI’s Lifetime Achievement Award recipient discusses a career fueled by passion to help others succeed.

THE VIEW FROM THE SADDLE
At the Intersection of the Contact Center and the Autism Spectrum
By Paul Stockford
Many autistic millennial workers have the potential to excel in digital communication roles.

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Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.

Thank you to our July sponsors: Contact Center Nation, Customer Contact Strategies, Genesys, Human Numbers, ICMI-Events, inContact, Kana, NECCF, PACE Association, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, USAN and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.

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FROMContact Center Pipeline July 2017 Issue
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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.