Contact Center Pipeline Magazine: Inside Our August 2018 Issue

Leading Customer-Centric Change: Use Storytelling Techniques to Gain Top-Level Support
Illustration by Alexandra Able for Pipeline
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It’s that time of year… the lazy, hazy days of summer. Life moves at a little slower pace. Time slows down… except at Contact Center Pipeline. We are releasing our August issue today… and a brand new Website this month. We are so excited and can’t wait for you to see what we have been busy doing this summer. Stay tuned for more information about the website. Things have been anything but slow paced here!

I hope you’ll find a little time to carve out this month and spend some time with the August issue. Lots of great topics are covered this month that are essential to our business success; top level support, customer experience, employee engagement, culture and technology. I think we hit all the “hot buttons” this month!


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Contact Center Pipeline, August 2018

To download the full issue and view all articles, a subscription is required. Your subscription helps us continue to publish in-depth, independent articles for the contact center industry—that you won’t find anywhere else. We appreciate your support.


FEATURE ARTICLE
Leading Customer-Centric Change
By Susan Hash
Use storytelling techniques to gain top-level buy-in and support for VoC-driven process improvements.

CUSTOMER EXPERIENCE
How to Unify Your Listening Programs to Improve CX
By Tim Whiting
Three voice of the customer best practices and why they matter in the digital age.

EMPLOYEE ENGAGEMENT
Unlock Your Employee Engagement Potential
By Dan Hale
Invest in your people by applying a Continuous Cycle of Improvement.

IDIOM INSIGHTS
Lost in the Labyrinth: Brand Energy Power and Vision Clarity
By Kathleen M. Peterson
Engage the workforce in fueling the brand to change internal conversations and get the energy flowing in the right direction.

LEADING THOUGHTS
The Forgotten Piece of the Customer Experience
By Christa Heibel
To deliver a positive customer experience, honor the agent experience.

SUPERIOR SERVICE
Back to Basics: Improve Your Contact Center with the Enduring Message of Mister Rogers
By Dianne Durkin
What are you doing to make every person in your center feel like they’re a part of the “neighborhood”?

TECH LINE
What to Do with Your IVR?
By Lori Bocklund
Many old, bad IVRs are idling away as businesses look the other way—but customers feel the pain every day. It’s time to do something!

THE VIEW FROM THE SADDLE
Phone Rage, Incivility and Why I Love Westerns
By Paul Stockford
It seems that rude and disrespectful behavior is becoming more and more common these days.

SPONSOR SPOTLIGHT
Looking Forward, Looking Back
By Valerie McSorley
We set out to start a conversation and bring contact center leaders together for a dynamic experience. Reflecting on where we’ve been and a brief look ahead.

SPONSOR SPOTLIGHT
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
By Sennheiser
Headset technology delivers richer sound experience and increased flexibility for hearing-impaired agents.


Thank you to our August sponsors:
Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, ICMI Events, inContact, Lessonly, NECCF, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Upstream Works, USAN, Verint and WFMSG.

They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!

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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.