Welcome to summertime and our July issue! Soon we will celebrate one of America’s most cherished holidays, the Fourth of July, or Independence Day, as it’s more formally known. Many of us will gather with family and friends for a backyard barbecue to celebrate with pork and explosives. Imagine that history lesson 100 years from now.
But the real reason that we celebrate, however we so choose, is for the 243 years that America has been blessed as the longest, ongoing, true constitutional republic—in the history of the world and the people who made it happen. Stop and think about that for a minute. Of all the times and places you could have experienced life on this rock, you ended up okay. I think of the courage that it took to make something this monumental happen—for a small, ragtag group of civilians to take on the world’s most powerful army.
We’re seeing a similar idea in the contact center space with fast-moving startups challenging some pretty long-held notions and bringing new approaches to old ideas. These companies are going to do big things going forward. I’d say a complete shift of the whole industry, in fact. And it takes courage to tackle the biggest, seemingly insurmountable ideas. That might be a big leap from George Washington but, hey, it’s almost July Fourth… I’ve got fireworks to buy. So light up the charcoal, squeeze into last year’s swim trunks, and enjoy celebrating yourself today—in whichever way you so choose.
Happy Fourth of July!
Enjoy the July issue!
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Contact Center Pipeline July 2019
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On-Demand Is In Demand
By Susan Hash
Online talent platforms are shaping the future of work. The gig work concept is appealing to contact center agents who crave more control over their schedules
The Future of the Contact Center: Optimism with a Dose of Caution
By Lori Bocklund
The results from our recent survey reveal enthusiasm for employee and customer impacts, but tempered expectations for timing and the bottom line.
Beware… Five Signals of Customer Care Burnout!
By Kathleen M. Peterson
Managing demand is vital for a healthy, thriving operation that delivers on the brand and customer experience.
Revisiting Schedule Adherence
By Jay Minnucci
It’s time to build a more customized approach to schedule adherence—one that meets the needs of today’s contact center teams.
VIEW FROM THE SADDLE
CX Versus GX: When Worlds Collide
By Paul Stockford
Generational expectations for the customer experience will be a vastly disruptive force for the contact center industry.
Jerri Pigg-Shoemake, WPS Government Health Administrators
By Susan Hash
The winner of ICMI’s Global Contact Center Award for Best Contact Center Manager shares her thoughts on leadership.
Answering the Personnel Call: Four Ways Contact Centers Can Enhance Agent Recruitment and Retention
By Kim Wallace
Align technology with engagement strategies to gain the edge in the talent war.
Four Ways to Attract and Retain Millennial Agents
By Dick Bucci
Leading WFO vendors are providing the tools to meet millennial job-seeker requirements and capitalize on their unique skill sets.
LEARNING & DEVELOPMENT
Three Ways Contact Center Staffing and Training Has Evolved
By Renee Davis
A modern approach to learning and development can help to attract and retain top talent.
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Thank you to our July sponsors: 8×8, Alcor Consulting, Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, Jacada, LANtelligence, MusicWorks, NexTalk, NICE inContact, NYU, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Verint and WFMSG.
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