This has been quite a month! We’re closing out the year and the decade. For Pipeline readers, the topics of interest were centered around people and technology, including how to use praise as a strategy to improve agent engagement; CEOs’ changing views on the purpose of a corporation and what that means for your center; how to make contact center technology a strategic tool that delivers value; a look at the power of analytics, its evolution and expansion into more and more CX solutions; and the top qualities and skills that agents will need to deliver emotional connections and memorable experiences.
Take a Bow… Receive a Round of Applause!
The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.” Much as I would like to propose an actual round of applause on the contact center floor, I’m not sure that would be appropriate. However, I have found many sound effects apps that play an applause and I must say that they lighten me up a bit. You may want to download one and play an applause for your team members who have earned the opportunity to TAKE A BOW. It will be fun.
America’s Top 200 CEOs Want You to Fight for Your Agents
Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead was the leaders of some of America’s 200 largest businesses saying publicly that the purpose of a corporation may actually be broader than they were all trained in business school to believe.
Make Contact Center Technology a Strategic Tool
I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be absolutely transformative. But achieving that end result all boils down to the fundamentals of defining, planning, selecting, implementing and supporting technology.
Analytics Coming of Age
According to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity. It means something has reached an important stage of development and is accepted. The first known use of the term “coming of age” was in 1729 and it was used to describe the point at which an individual reached late adolescence or early adulthood.
The Making of a Contact Center Superagent
The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales. Within today’s contact center, however, several trends are converging and creating a need for a new type of human connection for customers—the contact center superagent.