Contact Center Pipeline Magazine May Issue
Illustration by Eric Jackson

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They won’t waste your time trying to sell you a bunch of other products you don’t really need. 100% U.S.-based customer service. Here to help. Not to sell.

Hmmm… interesting strategy. All U.S.-based agents. No upselling/cross-selling.

In our May issue, we discuss customer relationships and communities, customer-driven priorities, metric mirage, customer experience and authentication/routing… and more. These are all strategic touchpoints for us to cultivate our image and brand, just like Discover Card has chosen to do.

Here is what you’ll find in our May issue:

Feature Articles

Customer Communities
By Susan Hash
Cultivating your own branded community can help to build stronger social relationships that will deliver value for your customers and the business.

When Dysfunction Strikes
By Jay Minnucci
Dysfunction doesn’t strike more (or less) in contact centers. It is, though, a far more debilitating condition for customer-facing operations. Key choices and actions to respond more effectively.

It’s (Time for) a New Day in Authentication and Routing
By Lori Bocklund
The entry point to the contact center is a make-or-break moment for the customer experience. Leverage new tools and techniques to change those first steps from frustration to fascination.

Inside View

Vivint Smart Home
By Susan Hash
Supporting innovation and change with a data-driven, people-focused culture.


Customer-Driven Priorities
By Susan McDaniel
Customer experience leaders share 20 top priorities for 2016.

Advocatus Diaboli and the Metric Mirage
By Kathleen Peterson
Do your metrics misrepresent the reality of your contact center’s performance?

Workforce Optimization in the Cloud: Types, Advantages, Adoption
By Kristyn Emenecker
Is cloud-based WFO right for your operation? How to find the solution that best meets your needs.

Decrease Attrition Through Training Done Right
By Carla Barker and Stephen Butler
A planned, balanced training approach leads to more consistent service delivery and higher job satisfaction.

It’s Official: Millennials Have Taken Over… Are You Ready?
By Eric Berg
How to successfully create a millennial-friendly workplace.

Contact Center Omnichannel: Wouldn’t It Be Nice?
By Paul Stockford
Blending disparate communications channels into a harmonious experience for customers and contact centers.

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

Economic Development Spotlight
Site Selection: Where Is the Available Workforce?
By Paige Webster
In the past, the top priority was location, location, location. In today’s BPO/call center industry, it’s labor, labor and more labor.

Thank you to our May sponsors: Customer Contact Strategies, Execs In The Know, Genesys, Hands-Free Communications, Human Numbers, ICMI Events, inContact, Interactive Intelligence, 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.

Call Your Mother!

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.