What is it about September? It always makes me feel like we are “getting back to work.” Maybe it’s the end of summer and vacations. The start of school. It feels like this time of year is when we get serious again… about learning, work and finishing up our year’s initiatives as we move towards the year end. Yet, at the same time, this is the start of when we look to the new year. Budgets, plans and marketing initiatives are beginning to take shape for 2019. Love it!
Enjoy our September issue.
Have a great month.
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Contact Center Pipeline September 2018
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FEATURE ARTICLE
More Recognition, Please!
By Susan Hash
Providing meaningful recognition is the key to enhancing engagement and delivering organizational results.
TECH LINE
Measuring and Achieving FCR
By Lori Bocklund
First-contact resolution can be hard to measure and achieve. A look at tools that can play a key role in reaching your FCR goals.
HEALTHCARE CORNER
Clear Path to Healthcare Access… Four Pillars of Readiness
By Kathleen M. Peterson
How to assess your people, process, technology and call center management readiness for optimum success.
THE VIEW FROM THE SADDLE
The Customer Service-Support-Experience-Journey
By Paul Stockford
Over the years, definition of customer service remained essentially the same until customer communications channels began to expand.
SUPERIOR SERVICE
Turn Your Order Desk into an Inside Sales Team
By Mike Aoki
The conversion from order-taker to salesperson is not that easy. Nine tips to successfully transition your agents from a reactive to a proactive role.
PERFORMANCE MATTERS
Ready to Promote Your Star Agent to Supervisor? Not So Fast
By Erica Marois
Create a game plan for assessing supervisor candidates and providing support after promotion.
LEADING THOUGHTS
The Evolution of Customer Service: Landline to AI
By Fara Haron
We’ve come a long way since landline telephones were the main point of contact. How will consumer expectations and technology impact the contact center’s present and future growth and success?
CUSTOMER EXPERIENCE
Letting Customers Depart Gracefully
By Jeanne Bliss
Would your departure experience earn an eventual return?
OUTSOURCING TOOLKIT
Creating Value Through Expanded Business Solutions
By Brian Burke & Francis Hawthorne
Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls.
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SPONSOR SPOTLIGHT
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty
By Upstream Works
There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”
SPONSOR SPOTLIGHT
Why It’s Time for Your Contact Center to Embrace Omnichannel
By Panviva
Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.
Thank you to our September sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, NECCF, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Upstream Works, Verint and WFMSG.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!
