I hope your plans are in place and you are starting your celebrations for this week’s recognition of National Customer Service Week. The first week of October is always important for our centers as we show our appreciation and support for the people who have the opportunity to make a difference. What an appropriate theme for the ICSA to choose for 2017: Making A Difference! Every day, every customer.
As Roger Woolley, WFMSG, states in his Sponsor Spotlight article message this month, Engaged Employees = Happy Customers. Have fun! Show your appreciation!
Here is what you’ll find in our October issue:
FEATURES
FEATURE ARTICLE
The Value of Communities
By Susan Hash
Collaborate to innovate. Employee and customer communities provide more than ROI.
AGILITY FACTOR
What the Frontline Supervisor Survey Says
By Jay Minnucci
Answers to your frequently asked questions about how the supervisor’s role is structured in other contact centers.
TECH LINE
Optimize Technology Value
By Brian Hinton
Doing more with technology is not just about more licenses or infrastructure. Success depends on how you use technology—new or old.
DEPARTMENTS
ARTIFICIAL INTELLIGENCE
AI: Streamlining Contact Center Technology
By Jim Iyoob
Blend smart technology with the human touch to improve customer experience.
IDIOM INSIGHTS
Mastering the “Fine Art” of Conversation in a Digital World
By Kathleen M. Peterson
Adjust training programs to include the value of conversation, and not just with customers.
LEADING THOUGHTS
Leveraging UC and Collaboration
By Todd Carothers
Strengthen your team—and your business—by equipping agents with digital tools to empower and engage.
LEARNING & DEVELOPMENT
Designing High-Impact Training Modules
By Brian Burke
Use a systematic approach to create a learning experience that prepares new-hires for success.
THE VIEW FROM THE SADDLE
I Can See Clearly Now—Clearing the Contact Center Clouds
By Paul Stockford
The true cloud contact center is the future, and the cloud native platform is the road to the future.
WORKFORCE ERGONOMICS
Hand-held Technology… Bane or Boon?
By Timothy Pottorff
Use hand-held devices appropriately to achieve proper balance.
SPONSOR SPOTLIGHT
PCI Compliance: An Overview of PCI Standards
By Roger Lee
The amount of personal data entering the organization through the contact center is increasing, and you need to provide a way to keep it secure.
SPONSOR SPOTLIGHT
Engaged Employees = Happy Customers
By Roger Woolley
Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
Thank you to our October sponsors: Calabrio, Customer Contact Strategies, Empirix, Execs in the Know, Human Numbers, inContact, OpenText, PACE Association, PowerHouse Consulting, Salesforce, Sennheiser, Service Agility, Strategic Contact, Stream Realty and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.
