Social Customer Service... Then and Now

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and a very Happy New Year.

I truly appreciate all of our subscribers, sponsors, contributors and the Pipeline staff for making 2017 a successful year. Thank you!

I can hardly believe we are celebrating the end of our eighth year publishing Contact Center Pipeline. As my way of saying thank you, please take this opportunity to start a new subscription, renew a subscription, or gift a subscription to a co-worker, at no cost.

I hope you enjoy these holidays with your friends and family. May 2018 bring health, enjoyment… and, of course, success to you and your center.

Here’s what you’ll find in the December issue:


Social Customer Service… Then and Now
By Susan Hash
How far has social customer care come since 2009? Industry experts weigh in.

Regifting for 2018
By Jay Minnucci
Fixes that will bring sunshine and warmth to contact center leaders this holiday season.

A Deeper Look at Authentication and Fraud Prevention
By Lori Bocklund
Use a multi-layered approach that cuts across people, process and technology.


Can AI Replace the Call Center’s Human Agents?
By Jim Iyoob
Why you may want to adopt a best-of-both-worlds approach.

Joy to the World… 10 Wishes for 2018!
By Kathleen M. Peterson
Create an environment in which customer experience is paramount and those facilitating it can shine.

By Susan Hash
Bridging the generation gap with care, compassion and sensitivity awareness training.

Meet Heightened Holiday Expectations with an Omnichannel Experience
By Michael Ringman
What’s at the top of consumers’ wish lists this holiday season? A seamless service experience.

Anticipating and Evaluating Contact Center Trends
By Brian Burke
How to balance what’s new and trending with what makes sense for your stakeholders.

4 Characteristics of Best-in-Class Contact Centers
By Erica Marois
Best practices shared from ICMI’s 2017 Global Contact Center Award winners.

2018: The Times They Are A-Changin’
By Paul Stockford
A focus on employee engagement is impacting every facet of the contact center industry.

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
By Sennheiser
Accommodating skilled agents with hearing impairment allows centers to draw from a comprehensive talent pool.

Thank you to our December sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, inContact, NICE inContact, OpenText, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Stream Realty, Verint and WFMSG.

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.