On the Road to Customer-Centricity in the Contact Center

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. Thank you for making us a part of your journey in 2016. As our way of saying Thank You, please feel free to start, renew or gift a subscription to a co-worker. It is our holiday tradition to offer your subscription at no charge!

The December issue covers a wide range of topics. Here is what you’ll find:


On the Road to Customer-Centricity
By Susan Hash
More organizations are making the move from talk to action. Where do most lie on the customer experience maturity curve? A look at the road behind, the journey ahead and actionable insights.

Regifting for 2017
By Jay Minnucci
The end-of-year tradition for clearing out useless processes and practices continues.

Moving Beyond Phone Calls: WFM in an Omnichannel World
By Lori Bocklund & Brian Hinton
The state of the omnichannel center: An expert panel offers insights on the prevailing technology and its usage.


The Key to Understanding the Customer Journey
By Arnab Mishra
To drive strategic change, leaders must focus on the higher level customer journey, which is the sum total of your relationship with the customer. A look at the different levels of data that paint the full picture of the customer experience.

Artificial Intelligence: Friend or Foe?
By Alyssa Pitura
How AI is altering the customer experience as we know it.

Nicole Berry, Sedgwick Claims Management Services Inc.
By Susan Hash
Interview with an award-winning supervisor whose leadership approach is built upon daily communication, honesty and humility.

IoT Has Arrived, But Has Your Customer Service Offering?
By Michael Ringman
The Internet of Things (IoT) has begun to permeate our daily lives. But what happens when IoT products and services don’t live up to expectations?

Elevate Customer Satisfaction Through Improved FCR
By Chris Bauserman
One of the biggest indicators of a struggling contact center is repeat callers. 6 practical steps to improve first-call resolution.

Rocket Man
By Paul Stockford
Calabrio’s Tom Goodmanson is focused on the right course and in control of his ship.

Incentives? Sure, Throw in the Floor Mats
By Paige Webster
Incentives do not make a better location—they make a better deal.

Thank you to our December sponsors: Calabrio, City of Medford, Contact Center Nation, Customer Contact Strategies, Execs in the Know, Human Numbers, inContact, SmartAction, Sennheiser, Service Agility, Strategic Contact and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.