Contact Center Pipeline Magazine: Inside Our September 2019 Issue

Contact Center Executive Outlook 2020
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As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian. It makes me think of the important role that contact centers play in our lives as consumers.

Maybe we are buying a new sweater for fall or making hotel reservations for an upcoming vacation. Or, we might be getting emergency information about shelters that are open to protect our loved ones in hurricane situations. Good moments, sad moments, our contact centers are at the core. We play a vital role in people’s lives. Keep up the good work!

Special Note: We want to participate in your Customer Service Week celebrations! Win a Pizza Party for your contact center! Register for the drawing here. One lucky winner will be chosen at random on Oct. 1st.

Please enjoy our September issue. It is packed full of great topics and information.


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Contact Center Pipeline September 2019

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FEATURE
Contact Center Director’s Outlook on 2020 and Beyond
By Susan Hash
Industry leaders share their insights on the trends that will impact customer care and contact center management.

TECH LINE
Virtual Assistants Can Be Your Agents’ Best Friends
By Lori Bocklund
Agent-facing bots can provide a healing balm for the knowledge- and task-related “pain points” of the frontline job.

IDIOM INSIGHTS
Customer Experience… Mystery, Myth, Mission or Magic?
By Kathleen M. Peterson
The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery. To deliver on it requires clarity, first and foremost.

THE VIEW FROM THE SADDLE
Eight Days a Week: The Always-On Contact Center
By Paul Stockford
Rising customer expectations are forcing organizations to adopt a 24/7 customer service model.

INSIDE VIEW
Costa Del Mar
By Susan Hash
A fast-growing brand delivers a unified vision of service by staying grounded in its homegrown culture.

SERVICE QUALITY
The Latest Trends in Quality Assurance
By Mike Aoki
How has QA evolved for today’s empowered, engaged, customer-focused contact center world? Two industry experts weigh in.

SPEECH ANALYTICS
KISS Method: “Keep It Simple with Speech”
By Scott Bakken
Most contact centers don’t need a lot of fancy (and expensive) bells-and-whistles to accomplish their goals. How to find the speech tool that best matches your needs and maximizes the business value of your results.

CUSTOMER EXPERIENCE
Who Owns the Customer Experience?
By Janet LeBlanc
The conscious design of a CX governance operating framework is critical to the longevity of your CX program.

LEADING THOUGHTS
How Embracing Digital Customer Service Can Create Brand Advocates
By Chris Bauserman
Positive interactions and exceptional service can build online momentum and brand loyalty.

MANAGEMENT ROI
Three Ways to Boost ROI from Tech Investment
By Steven Ashley
Leverage people, process and technology to improve business outcomes and enhance the customer experience.


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


SPONSOR SPOTLIGHT | Jacada
Making Employee Experience a Priority in a Customer-Centric World
By Scott Merritt
Four tips to help you make 2020 “The Year of the Agent.”

SPONSOR SPOTLIGHT | Panviva
What, Exactly, Makes for Great CX?
By Stephen Pappas
How to deliver the three elements of great customer experience: Knowledge, time savings and consideration for the customer’s style of interaction.

SPONSOR Q&A | Intradiem
Executive Interview with Matt McConnell, CEO of Intradiem
By Matt McConnell
Intradiem has been serving the contact center industry for almost 25 years. CEO Matt McConnell shares his insights on priorities, goals and how his company delivers savings and ROI for its customers every day.

SPONSOR Q&A | Incite Group
Q&A with the Customer Service Summit’s Jasmine Kees
By Jasmine Kees
The lead organizer for Incite Group’s 9th Annual Customer Service Summit discusses the event, the industry and how the two have evolved.

Thank you to our September sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, Incite Group, Intradiem, Jacada, LANtelligence, MusicWorks, NexTalk, NICE inContact, NYU, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Verint and WFMSG.

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

Pizza Party
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.