Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them. The best way to show your customers some love… provide an amazing customer experience!
Our February issue is packed with tips and information useful in accomplishing those goals. Our feature article, Upgrade Your Customer Surveys, discusses seven practices to encourage customers to participate. Surveys have been in our toolkit forever, but with the ever-more-rapid pace of change, now is a good time to brush up on the latest.
Our February Author Wall of Fame award goes to Lori Bocklund. Lori is well deserving of our appreciation for her dedication and contributions over the years. She has been with us since day one as an author and Founding Advisor. Thank you, Lori!
I’d also like to welcome our newest contributor, Dr. William Seidman. Dr Seidman shares his observations of new technology that’s being adapted for the contact center. Really new and interesting ideas. Welcome, Dr. Seidman.
Have a great month and enjoy the issue.
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Contact Center Pipeline February 2020
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Upgrade Your Customer Surveys
By Susan Hash
Seven practices to encourage customer participation.
Nothing Ventured, Nothing Gained
By Kathleen M. Peterson
Create a plan of action to move out of the safety zone and progress toward your goals
THE VIEW FROM THE SADDLE
Turning Up the Heat on the Contact Center: A Fireside Chat
By Paul Stockford
An informal state-of-the-industry discussion with Verint’s Ryan Hollenbeck.
PIPELINE WALL OF FAME | Lori Bocklund
Celebrating Our Most Valued Authors
By Pipeline Wall of Fame
In recognition and appreciation to Lori Bocklund, President, Strategic Contact, our February 2020 Wall of Fame Author.
Televerde’s Prison Workforce Development Program
By Susan Hash
Providing training, development and job opportunities for incarcerated women produces lasting impact for individuals, families and state economies.
How to Implement CCPA Without Impacting Customer Service
By Christina Luttrell
There is a fine line between protecting customers’ PII, complying with CCPA and putting in place so much security that you lose customers to competitors.
Things I Wish Someone Would Invent
By Dick Bucci
Six real problems in CX and service delivery that could use innovative solutions.
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
By Kelly Koelliker
The gig economy is heralding some of the most significant changes in workforce management in decades.
Boost ROI by Enhancing Agent Performance
By Dr. William Seidman
Merging neuroscience research into how people share and gain knowledge with the global scalability of the cloud.
The Impact of Altruism on a Servant Leadership Culture
By Matt Rocco
The philosophy and leadership style go hand-in-hand in employee- and customer-centric environments.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
SPONSOR SPOTLIGHT | CallShaper
Why Online Scripting Is So Important to Your Call Center Success
By Bob Wienholt
Provide your sales and customer service reps with the tools to be successful.
Thank you to our February sponsors: 2Ring America, Bold 360 by LogMeIn, CallShaper, Customer Contact Strategies, Human Numbers, Jacada, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Stream Realty, TASKE Technology and Verint.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!