Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline! It is with sincere gratitude to our team; Susan, Frank, Mark, Ellen and Sarah for all their hard work in keeping Pipeline fresh and relevant, as well as our writers, sponsors and subscribers!
There has been lots of change in our industry. In March 2009, we were writing articles about driving performance in a weak economy, not letting budget cuts damage the customer experience and first-CALL resolution. Fast forward 10 years: In March 2019, we’re talking about the Cloud, AI, chatbots, automation and the digital world. We have seen mergers and acquisitions!
Love it! Love our direction. Love our team. Love our industry! Thanks for staying with us on our journey!
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Contact Center Pipeline March 2019
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.
Chatbots in the Contact Center
By Susan Hash
A Q&A on chatbot usage, trends and developments. Views, best practices and advice from the experts.
Win the Fight for a Better Desktop
By Lori Bocklund
Build awareness of the risks and impacts of a bad desktop and show your business and IT leaders that you have a problem.
Beware Healthcare… Your Access Center May Be at Risk!
By Kathleen M. Peterson
Strengthen a vulnerable infrastructure with management and staff training, and an effective funding model.
THE VIEW FROM THE SADDLE
Automation, AI and Analytics: Big Data Gets Bigger
By Paul Stockford
Big Data and analytics are unlocking a world of customer experience possibilities.
A Decade of Pipeline
By Linda Harden
Contact Center Pipeline is 10 years strong!
Guide to a Successful Vendor Relationship
By Christa Heibel
Tried-and-tested methods to create a culture of collaboration, teamwork and trust.
It’s Time to Rethink Your Approach to Supporting Customer Service Agents
By Chris Bauserman
Are you providing the right tools and training to equip your staff to be effective brand advocates?
Speech Analytics in 2019 and Beyond: With Change Comes Opportunity
By Claire Bakken
Let speech analytics lead the way to enhanced agent desktop tools, improved agent engagement and better performance.
A 3-Step Guide for Integrating Coaching into the Call Center
By Alan Fine
Adopt a common coaching system to empower, engage and improve the bottom line.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
SPONSOR SPOTLIGHT | Jacada
Seamless Self-Service Starts in the Contact Center
The most successful self-service CX initiatives recognize the importance of simultaneously improving agent engagement.
SOLUTIONS SPOTLIGHT | Unymira
By Chris Rall
Knowledge management is the foundation for an exceptional customer experience. A Q&A with Unymira’s Chris Rall.
Thank you to our March sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, Jacada, Monet Software, NICE inContact, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Shelf, Strategic Contact, Unymira, Upstream Works, Verint and WFMSG.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!