Finally…February! My favorite month of the year. It is a month filled with gratitude and appreciation. Contact Center Pipeline certainly does have some big shoes to fill in sharing our gratitude and appreciation. So many people have helped us along this journey. I don’t believe we would have ever made it to this point without the help, determination and inspiration from so many people.
Some of the best in this industry have helped us as mentors, colleagues, writers, sponsors, subscribers, staff, and friends. Thank you for all the advice and wisdom you have shared with us.
Our February issue includes many of the topics we grapple with every day. We dive into quality, coaching, time utilization, agent wellbeing, agent productivity and agent performance. Of course, we can’t discuss any of these topics without talking about benchmarking, metrics, first contact resolution or data management. You won’t want to miss Regal’s No BS Guide to Rescuing your Contact Center with AI.
Thank you for being part of our Pipeline community! I wish you a very Happy Valentine’s Day. Enjoy the February issue and let us know what’s going on in your center, [email protected].
P.S. I’m starting to notice a trend here. The January issue was my “favorite” month, too! It was for different reasons though!
Table of Contents, February 2025
FEATURE ARTICLE
Managing Agent Quality Issues
By Brendan Read; Q&A with Expert Panel
How agents can provide excellent CX in these anxious times.
SPONSOR SPOTLIGHT – REGAL
A No-BS Guide to Rescuing Your Contact Center with AI
Presented by Regal
A sponsored article by Regal.
COACH’S CORNER
Ensuring Employee Engagement
By Mark Pereira
How to reinforce your agents’ links to your brand and customers.
BENCHMARKING
The Power of Cross-Industry Benchmarking
By Dina J. Vance
How benchmarking drives innovation and performance.
TIME UTILIZATION
The Hidden Power of Time
By Kathryn E. Jackson
Mastering the basics to transform your call center.
DATA MANAGEMENT
Harnessing the Power of Data and Analytics – Part 2
By Shane Devitt
How AI is making a difference for contact center data management.
AGENT WELLBEING
Excellent Wellbeing for Exceptional CX
By Florian Garnier
How to detect and act on agent issues.
AGENT PRODUCTIVITY
Supercharging Agent Productivity
By Dave Singer
How AI tools can deliver real business value.
METRICS
Which “MetriCX” Matter?
By Matt McKernan
The “fo(u)remost” important CX metrics to consider.
FIRST CONTACT RESOLUTION
Mother, FCR, and ACR
By Ric Kosiba, Ph.D
Why FCR should be supplemented by active contact resolution.
STRATEGY
Mastering Outbound Contact Center Management
By Nima Hakimi
Here are several strategies to stay ahead.
AGENT PERFORMANCE
Achieving Performance and Productivity Gold
By Stacey Oliver-Knappe
How to bring your center to the top of the CX podium.
A special thank you to our authors this month for sharing their insights and wisdom: Shane Devitt, Florian Garnier, Nima Hakimi, Kathryn E. Jackson, Ric Kosiba, Matt McKernan, Stacey Oliver-Knappe, Mark Pereira, Brendan Read, Dave Singer, and Dina J. Vance.
Sincere appreciation to our vendor community: 2Ring, 8×8, Calabrio, Centrical, Cognigy, Human Numbers, Insights, Khoros, McCann Technology, MediaSmith, NICE, PowerHouse, Regal, Strategic Contact, Twilio, Upland Software, and Verint.
