TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this.
Contact Center Pipeline had a very good 2019. I am extremely proud of our work this year. First and foremost, I want to thank our Pipeline staff. They work hard and long and strive to help us be better each day. Also, I thank our sponsors who support us with their products and services. Our main advertisers have been with us for many years. That is a tribute to them and I hope to us. Finally, I thank our readers without whom everything is irrelevant. I thank them for their loyalty and support.
I hope that you enjoy this time with your friends and family. I wish you all the best for the holiday season and for 2020.
As our way of saying thank-you for your support, we’re maintaining our annual holiday tradition of offering free 12-month digital subscriptions to Contact Center Pipeline magazine. Start your FREE SUBSCRIPTION OR RENEWAL.
Here is what you’ll find in this month’s issue:
Download the Full Issue
Contact Center Pipeline December 2019
To download the full issue and view all articles, a subscription is required. Your subscription helps us continue to publish in-depth, independent articles for the contact center industry that you won’t find anywhere else. We appreciate your support.
FEATURE
Leading a Service Culture
By Susan Hash
Surviving disruptive change with customers and employees intact requires a strong foundation. All eyes are on company leaders to reinforce a service culture.
TECH CORNER
Want to Improve Employee Engagement? Technology Can Help!
By Lori Bocklund
Address your contact center’s top priority. Assess your technology and how it helps—or hinders—agent engagement.
IDIOM INSIGHTS
Pushing the Project Pause Button
By Kathleen M. Peterson
Don’t let departmental turf wars and posturing derail transformational change.
THE VIEW FROM THE SADDLE
Analytics Coming of Age
By Paul Stockford
Analytics is finding its way into more and more CX equations.
INSIDE VIEW
Debbie Nagy, Dow Jones & Co.
By Susan Hash
An interview with ICMI’s 2019 Customer Hero of the Year winner.
LEADING THOUGHTS
Three Major Predictions for the 2020 Contact Center
By Chris Bauserman
Contact centers can set a strong foundation for unpredictable times.
ECONOMICS VS. HUMANITY
The Consolidation Trend Will Further Hurt Quality in the Contact Center
By Mike Dershowitz
Embrace the rule of 150 to ensure team cohesion and strong performance.
SPEECH ANALYTICS
Use Agent Voice DNA to Improve Contact Center Hiring Results
By Scott Bakken
Voice analysis is a strong predictor of new-hire success, retention and CSAT performance.
CUSTOMER EXPERIENCE
Predictive CX Trends for Both Customer and Business Success
By Jayaram Bhat
Leverage available tools to help your agents deliver positive, proactive experiences.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
SPONSOR SPOTLIGHT
Coaching Automated: Improving Agent Engagement Pays Off
By Matt McConnell, Intradiem
Workforce automation increases the amount of coaching and training agents receive without adding cost.
SPONSOR SPOTLIGHT
What to Look for in a Secure Headset
By Sennheiser
Key factors to keep in mind when selecting office headsets for secure environments.
Sincere appreciation to our December sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, Intradiem, Jacada, MusicWorks, NexTalk, NICE inContact, Panviva, PowerHouse Consulting, Sennheiser, Serenova, Service Agility, Strategic Contact, Verint and WFMSG.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!
