June Issue Blending Artificial Intelligence with Human Support in the Contact Center

I attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. I had a great demo from Gladly. If you haven’t seen their product, you really need to check it out. It is one of the coolest customer interaction tracking systems I have seen. We are doing some amazing things in this industry. It is an exciting time to be a part of it.

Want to know another cool thing about this industry? It is all the great friends that you make over the years. I spent time catching up with Gerry and Larry, Bob, Mike, Lori and Laura and so many others. I got to visit with many of the vendors I have the opportunity to work with, as well as time spent discussing issues with new folks I had the opportunity to meet. It was a great networking experience. I learn so much from these interactions. I look forward to following up with my new contacts and getting to know them better. Thanks, ICMI. It was a great event.

Please be sure to check out our June issue. Let’s keep the networking going. Send me your thoughts and comments.

Here is what you’ll find in our June issue.


Blending AI with Human Support
By Susan Hash
Practical applications of AI in the contact center.

Differentiator Series, Part 5: Selling and Promoting the Contact Center
By Jay Minnucci
Two steps to help key decision-makers understand the value that the contact center delivers to business success.

What’s Your Path and Device for Voice Communications?
By Lori Bocklund
Big decisions loom beyond the “cloud vs. premise” debate. Other critical, interlinked decisions focus squarely on voice calls.


Safeguarding Brand Reputation and Cash Flow in Debt Collection
By Gary Dorman
Each interaction presents an opportunity or risk that can impact revenue recovery and customer relationships.

Time Flies When You’re Having Fun
By Kathleen M. Peterson & Deborah Gefteas
Ideas to liven up the contact center environment and encourage learning.

5 Ways to Attract Tech-Savvy Contact Center Workers
By Tadd Wisinski
The war for talent is prompting contact centers to rethink workplace and location strategies.

Preparing for a Growth Event
By Charles Driest
Keep your eye on the POST to help your teams manage change—and thrive.

Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan
By Benjamin Gertz
Don’t let a technical glitch interrupt the learning process.

Rewarding, Coaching and Goal-Setting
By Brian Burke
Do’s and don’ts for implementing and maintaining a holistic and programmatic approach.

Homeward Bound
By Paul Stockford
The at-home agent workforce movement is gaining momentum.

A Q&A with Teleopti’s David Påhlman
By Susan Hash & David Påhlman
Teleopti is a company that walks the talk when it comes to customer care. A look at what makes this WFM solution provider unique.

Why Size Doesn’t Matter: No Business Is Too Small to Care About Customer Experience
By Maurice Da Silva
Companies of every size have cost-effective options available to deliver the next-generation experiences customers demand.

5 Ways Verint Mid-Market Solutions Can Help Your Business
By Ric Gray
Give your mid-sized contact center the power of unified workforce optimization.

The 4 Steps to Replacing a Stale Coaching Program
By Roger Lee
A look at fresh innovations that are helping organizations to invigorate coaching programs with energy, innovation and excitement.

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

Thank you to our June sponsors: Customer Contact Strategies, eLoyalty, Genesys, Human Numbers, ICMI Events, NECCF, OpenText, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Teleopti, USAN and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.

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.