Contact Center Pipeline Magazine: Inside Our November 2017 Issue

Contact Center Pipeline Magazine: Inside Our November 2017 Issue

It’s November. We are celebrating Thanksgiving in the U.S., so it’s a great time to talk about gratitude. Our gratitude for our families, our communities and in our contact centers. That’s right… there is much to be thankful for in our centers. The advancement in technology and software makes it easier to communicate in multiple channels, logging our customer interactions and discussions. We now work from anywhere because we can! We train our employees virtually, when it’s convenient for schedules. There’s automation, the cloud and artificial intelligence. This makes our lives easier. We are making major advancements.

I encourage you. Find something to be grateful for each day this month. Me? I’m particularly grateful for our Contact Center Pipeline readers. Please enjoy our November issue.

FEATURES

Growing Leaders
By Susan Hash
Automation brings opportunities for developing the human workforce. Ideas for closing the gap between employees’ learning needs and current L&D methods.

Consultative WFM
By Jay Minnucci
Strengthen the partnership between the floor and WFM to meet objectives and maintain an engaged workforce.

Cloud Ushers in “New Rules” for Technology Selection
By Lori Bocklund
Prepare your team to get the most out of a streamlined procurement process.

DEPARTMENTS

LEADING THOUGHTS
The Value of Executive Management in Customer Service
By John Teeling
Be accountable to your customers, teams and organization by modeling excellent customer service behaviors.

HEALTHCARE CORNER
Five Obstacles to Digital Access in Today’s Healthcare Contact Centers
By Kathleen M. Peterson
The future of healthcare access is digital, but the biggest obstacles are poor processes. A baseline for assessing your digital readiness.

INDUSTRY OUTLOOK
Smartphones Rock the Contact Center
By Dick Bucci
Innovative mobile tools that facilitate customer and employee engagement.

INSIDE VIEW
TeleTech Learning and Performance
By Susan Hash
A look at award-winning and innovative training and development programs that are built, tested and lived in-house.

SERVICE AUTOMATION
The ABCs of Robotic Process Automation
By Jenni Palocsik
Interest in automation tools is growing. An introduction to Robotic process automation (RPA) and how it can work for your contact center.

THE VIEW FROM THE SADDLE
Contact Center Industry Gets in Step with Veterans and Military Families
By Paul Stockford
A look at two important industry programs that offer employment opportunities and support for both veterans and active-duty military.

ASSOCIATION SPOTLIGHT
PACE: Changing with the Times
By PACE
A lot has changed over the past 30 years, and the Professional Association for Customer Engagement (PACE) has evolved to meet the needs of today’s contact center professionals.

SPONSOR SPOTLIGHT
Are You Thankful for Your Customer Feedback Tool?
By Roger Lee
Not all customer feedback tools are created equal. Key considerations to determine whether yours will move the needle on customer experience.

SPONSOR SPOTLIGHT
UC Device Management Creates Greater ROI
By Brian Brorsbøl
Unified communications has brought new capabilities to the contact center, increasing the flexibility, mobility and functionality of its workers.

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

Thank you to our November sponsors: 8×8, Calabrio, ChaseData, Contact Center Nation, Customer Contact Strategies, Human Numbers, inContact, NECCF, NICE inContact, OpenText, PACE Association, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, SmartAction, Strategic Contact, Stream Realty, Upstream Works, Verint and WFMSG.

They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.

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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.