Here in the United States, we celebrate Thanksgiving this month.
Thanksgiving is important because it encourages us to pause and be mindful of the blessings we have. Many of us get so caught up in our day-to-day routines that we fail to stop and acknowledge all the things we have to be thankful for.
In the contact center industry, we have so many reasons to share our gratitude. Our agents on the frontlines handling one interaction after another, our workforce managers and analysts tweaking us to better performance, our co-workers, our vendor community and our customers. It’s going to be a busy month! This is a lot of people who deserve our appreciation and heaps of praise.
However, we don’t need a particular holiday to demonstrate and celebrate gratitude. Conveying thankfulness should be practiced daily.
Thank you for all the support you show us here at Pipeline! Enjoy our November issue. And the Thanksgiving turkey too!
FEATURE
Learning from the Customers
By Brendan Read; Q&A with Laura Sikorski
Companies should focus on the total experience.
IDIOM INSIGHTS
The Intangible Value of Healthcare Access Centers
By Kathleen Peterson
Transforming the Patient Experience while optimizing the operational efficiency of Healthcare facilities.
PLATFORMS
Decoding The Solution Options
By Britta Guldmann
What do no-, low-, and pro-code platforms mean for CX?
VIDEO
Seeing a Better CX
By Margaret Henney
How video messaging powers a better customer experience.
HEALTHCARE
How to Deliver a Healthy Patient Customer Experience
By Jason Mercer-Pottinger
Why the direct-to-patient, fully remote contact center is the right course of treatment.
CUSTOMER INSIGHTS
Hearing (and Understanding) the Customers
By Brendan Read; Q&A with Dave Singer
How to best tap their invaluable insights.
CUSTOMER EXPERIENCE
Raise Your Voice!
By Chris Tranquill
Why VoC must be part of your CX strategy.
AUTOMATION
Better Automation Makes Better Agents
By Matt McConnell
How emerging new technologies enable agents to perform their best.
QUALITY ASSURANCE
The Future of QA in Contact Centers
By Sharon Oatway
Leveraging AI and coaching for improved performance.
ARTIFICIAL INTELLIGENCE
Energizing the CX
By Joanna Moser
How contact centers can harness the power of AI.
EMPLOYEE EXPERIENCE
How to Win Agents’ Minds and Hearts
By Carolyn Clark
Hint: it takes prioritizing the employee experience.
VOICE OF CUSTOMER
Taking the VoC Road
By Mark Pereira
Heeding the guideposts to customer success.
VENDOR ROUNDTABLE
How Contact Centers Can Have Available Quality Agents – Part 1
By Brendan Read
Multiple forces are constraining contact center workforces.
A special callout to our authors this month for sharing their insights and wisdom: : Carolyn Clark, Britta Guldmann, Margaret Henney, Matt McConnell, Jason Mercer-Pottinger, Joanna Moser, Sharon Oatway, Mark Pereira, Kathleen M. Peterson, Brendan Read and Chris Tranquill.
And a special thank you to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, HGS, Human Numbers, Khoros, Kustomer, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Riverbed, ROI-DNA, Scorebuddy, Strategic Contact, TTEC Digital, WFH Alliance and Verint.
