Contact Center Pipeline April Issue - Featuring Employee Advocacy
Illustration by Eric Jackson

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside:


Employee Advocacy
By Susan Hash
An empowered and impassioned workforce can help to enhance your company’s reputation and engagement with customers.

Conversing or Transacting?
By Jay Minnucci
Few contact centers should fit in one category for every single interaction, but it is an important, strategic decision for your center, and is driven by your performance objectives and your approach to call monitoring.

Nice Niche Technologies
By Lori Bocklund & Ken Barton
Strategic Contact’s Lori Bocklund and Ken Barton put the spotlight on a few intriguing niche technologies, and share considerations and steps to get the most out of them.


By Susan Hash
An employee-centric culture transforms contact center into a world-class customer care operation.


Accelerant for Growth: Analyzing the Complete Voice of the Customer
By Matt Matsui
By optimizing omnichannel data and using it to create shareable insights, the contact center can drive the conversation about customer wants and needs.

Dodd Frank, the CFPB and You
By Dick Bucci
The Consumer Financial Protection Bureau is charged with enforcing a variety of consumer protection laws. Violations can be costly. A comprehensive technology framework will make the job of compliance easier.

A Better Way to Measure Success in Your Contact Center
By Bob Furniss
Metrics are a staple of the contact center industry—but what are the right metrics? Three areas of measurements to consider.

Social Customer Service: The Next Frontier
By Jim Iyoob
Tap into the value that social customer service offers. Start with a solid plan that addresses the potential pitfalls.

Confessions of an Analog Man in a Digital World
By Paul Stockford
Digital marketing may be the buzz term du jour, but when it comes to technology purchase decisions, ROI and the relationship with the vendor are key.

Sponsor Spotlight Articles

One Contact Resolution
By Mike Desmarais, SQM Group
One Contact Resolution (OCR) is the metric that matters most for improving customer experience in the new multichannel world.

How Workforce Intelligence Creates a Better Customer Experience
By inContact
Leverage the vast potential of contact center data by adopting a Workforce Intelligence system.

To Repair, Refurbish or Recycle Your Headsets… That Is the Question!
By Cindy Mulliga, Hands-Free Communications
Wondering what to do with that pile of old, broken headsets? How to determine which ones to repair, refurbish or recycle.

Thank you to our April sponsors: Calabrio, Customer Contact Strategies, Execs In The Know, Genesys, Hands-Free Communications, Human Numbers, ICMI Events, inContact, Interactive Intelligence, IQPC, Nuance, 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. Please enjoy our April issue. As always, I look forward to your comments about our publication and what we’re doing to help promote resources in the contact center industry.