Best wishes to you and your loved ones for the happiest of holidays!
It’s an exciting time of year—and an exciting time to be a part of the contact center industry! There is a transformation underway to improve customer and staff experiences, and it feels like these changes are moving at lightning speed. We appreciate the opportunity to bring you information about new trends, research and our insights to navigate our changing times. I truly appreciate all of our subscribers, sponsors, contributors and the Pipeline staff for making 2018 a successful year.
Stopping to look back, we, too, have seen a lot of change at Contact Center Pipeline this year. We began our Contact Center Ideas and Innovations Tour, with stops in Boston, Chicago, Miami, and Phoenix for 2018. We met a lot of new people, made a lot of new friends, and overall it was a successful, fun and energizing new format for networking and learning. More tour stops coming in 2019!
This year we also launched a completely rebuilt website with our entire article library now available online and for download. The new website will let us share more of our content, faster and easier. Please take a look around and share your feedback with us.
The end of 2018 marks the end of our ninth year of publishing. I am extremely proud of the exceptional work that we have done over the years. As my way of saying “thank you” for taking this journey with us, please allow us to offer you a new subscription, a renewal of your current subscription or a gift subscription for your staff members… at no cost.
I hope you enjoy these holidays with your family and friends. May 2019 bring health, enjoyment… and, of course, success to you and your center.
Lastly, it’s also that time of year to let others know how thankful we are for them. To our Pipeline subscribers, supporters and staff… I couldn’t be more appreciative. Without each and everyone of you, there couldn’t be a Contact Center Pipeline magazine, website and blog. I am so very grateful. Thank you for your support of our work. I wish you all the best for the holiday season and for 2019!
Download the Full Issue
Contact Center Pipeline December 2018
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 ARTICLE
Recruiting for the Modern Contact Center
By Susan Hash
The competition for top talent is heating up. Attract the best job candidates with a compelling employer brand that current and potential employees want to engage and share.
TECH LINE
What’s New and What’s Next for Your Center?
By Lori Bocklund
Separating hype from reality: A look at key technology areas that can transform your contact center.
IDIOM INSIGHTS
Please Don’t Shoot the Messenger
By Kathleen M. Peterson
Contact center leaders often must be the bearers of “bad” news. Context is everything. Craft your message so that it is heard and well-received.
THE VIEW FROM THE SADDLE
Change the Channel to Omnichannel
By Paul Stockford
Digital channels are growing in popularity; having an omnichannel strategy is crucial.
INSIDE VIEW
Nate Brown, UL EHS Sustainability
By Susan Hash
An industry Mover & Shaker shares his passion for the CX profession.
PERFORMANCE MATTERS
12 Tips to Find Time for Coaching
By Mike Aoki
Tried-and-true techniques to help you focus more of your time on agent development.
INDUSTRY OUTLOOK
How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities
By Chris Bauserman
Research points to growing role of digital channels, and expectations for faster, more personalized service.
LEADING THOUGHTS
Keeping Call Center Agents from Causing Legal Liabilities and Undermining Relationships
By Art Coombs
Make sure that legal disclosures are delivered clearly, accurately, optimally and at the right time, every time.
EMPLOYEE ENGAGEMENT
Improving Contact Center Operations: Happiness All Around to a “T”
By April Wiita
Ideas for a well-run customer service operation.
AUTHOR Q&A
Would You Do That to Your Mother?
By Jeanne Bliss
A Q&A with author and customer experience pioneer Jeanne Bliss.
SPONSOR SPOTLIGHT | Verint
Could Your New Seasonal Employee Be a Robot?
By Mary Lou Joseph
Robotic process automation can be that helping hand in the contact center to eliminate tedious, time-consuming tasks, reduce hold time and after-call work, and help agents and seasonal workers onboard and get up to speed quickly.
Thank you to our December sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, Monet Software, Nuance, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Shelf, Strategic Contact, Upstream Works, Verint and WFMSG.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!
