I don’t think there is any coincidence that both Veteran’s Day and Thanksgiving fall in the same month, well at least in the U.S. One of the things we are most thankful for is our Veterans and their service. Thank you for your time, bravery and service to our country.
I am also grateful for each one of our writers, readers and sponsors. I would like for you to know how much I appreciate everything you do for Contact Center Pipeline throughout the year.
The November issue is the who’s who of contact center management. It’s a solid assortment of technology topics; speech technology, telecom, call-back technology, cold calling and the cloud. There’s also a good assortment of operational and staffing issues; employee experience, customer experience, writing to say “no,” quality monitoring, coaching and personalized service. It’s also time to take your Growth Readiness Assessment.
Please enjoy the issue and the wonderful month of November.
Please note: Contact Center Pipeline is a subscription magazine. To view the digital issue, please consider a subscription.
SPONSOR SPOTLIGHT ARTICLES – Kustomer
An Executive Interview with Kustomer.
The Way Customers Communicate with Brands Is Changing
Boosting Agent Efficiency with Modern Channels and Automation Technology
FEATURE
The Growing Value of Speech Technology
By Brendan Read
Speech continues to be the foundation of customer and employee interactions.
IDIOM INSIGHTS
Outgrowing Contact Center Growing Pains
By Kathleen M. Peterson
Time to Take a Growth Readiness Assessment
WRITING WELL
What to Write When Saying “No”
By Leslie O’Flahavan
Clarity, the right phrases, emphasis, off-center empathy deliver that necessary message.
CUSTOMER EXPERIENCE
The Employee Experience Movement
By Mark Brody
Why CX and EX are not independent of each other.
CARRIER SERVICES
The Hidden Role of Telecom
By John Bell
Modern telecom platforms and services are critical to supplying an excellent CX.
CALLBACKS
Maximize Call-Back Technology and Thrive!
By Paul Ellis
How call-backs can make positive customer and agent experiences.
QUALITY MONITORING
The Transformational Power of Quality Monitoring
By Leo Lanzillo
How a robust QM program can remake the CX.
COLD CALLING
Is It the End of the Cold Call?
By Renaud Charvet
Can the right data, sound practices, and the cloud regenerate this customer contact method?
QUALITY ASSURANCE
QA and Coaching for Experienced Agents
By Sharon Oatway
It is one thing to coach a new agent, another for a seasoned staffer.
ANALYTICS
Upleveling Contact Center QM to the Analytics Age
By Jennifer Docken
How customers, agents, and business operations can benefit from obtained insights.
VENDOR ROUNDTABLE
“Hearing” and Heeding Today’s Customers
By Brendan Read
Digital channels, immediacy, and WFH are shaping the conversations.
CUSTOMER LOYALTY
Unlocking the Door to Loyalty
By Neil Kostecki
AI solutions are key to consistent, personalized service.
As always, but especially during our gratitude month, many thanks to our authors for sharing their insights and wisdom: John Bell, Mark Brody, Renaud Charvet, Jennifer Docken, Paul Ellis, Neil Kostecki, Leo Lanzillo, Gabe Larsen, Sharon Oatway, Leslie O’Flahavan, Kathleen M. Peterson, Brendan Read and Andrea Salerno.
A special thank you to all our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, Fonolo, Human Numbers, Khoros, Kustomer, NICE CXone, PowerHouse, Procedure Flow, RingCentral, Riverbed, ROI-DNA, Scorebuddy, Strategic Contact, ThomsonReuters, WFH Alliance and Verint.
Visit our directory of contact center industry products and services: directory.contactcenterpipeline.com
