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August 2016

August 2016

/ Issues
August 2016

Agent Appreciation

Contact Center Pipeline Magazine, August 2016
Table of Contents

Agent Appreciation
By Susan Hash
Recognize your agents on a regular basis. 15 ideas for showing frontline staff how much you value their contribution.

Agility Factor
Getting Closer to the Customer
By Jay Minnucci
Customer satisfaction surveys offer valuable data, but delivering great service requires more than just one tool.

Customer Analytics
Data Nirvana: Analytics in the Contact Center and Beyond
By Daniel Ziv and Paul Stockford
Companies that effectively use customer data to guide their strategic direction are the most successful in improving the customer experience. How to maximize your investment in analytics technology to achieve “data nirvana.”

Customer Experience
Incremental Changes Toward an Improved Customer Experience
By Richard Kenny
Where can you start making changes that will improve customer experience? A look at three areas that are low-risk, cost-effective and easy to implement.

Inside View
Crisis Response Network
By Susan Hash
Contact center’s award-winning culture supports the frontline heroes who make a difference in callers’ lives every single day.

Management ROI
Reducing Stress in the Contact Center
By Dick Bucci
Some stress is inherent in call center work, but there are measures management can take to make the job more pleasant. 5 actions to cut stress and retain agents.

Performance Matters
Quality Assurance, Part 2
By Matthew Rocco
How to build a vision and plan to reach customer-centric objectives. Part 2 in the Quality Assurance series.

Speech Analytics
Tips on Selecting and Deploying Speech Analytics
By Scott Bakken
How to find the speech analytics tool that will maximize the business value of your voice data results.

Strategic Staffing
Seasonal Hiring
By Eric Berg
It may be summertime on the calendar, but many contact centers are already in full preparation mode for the holidays. How to get ready for pre-season in 5 steps.

Tech Line
Cloud Success in 3 “Easy” Pieces
By Lori Bocklund
Key elements for establishing and optimizing the relationship with your vendor and the technology.

The View from the Saddle
Gender Balance in the Contact Center Industry: The Times They Are A-Changin’
By Paul Stockford
Verint’s Nancy Treaster shares her insights on succeeding in today’s workforce.

Contact Center Pipeline

Contact Center Pipeline


Contact Center Pipeline Magazine is published monthly, with in-depth articles, first-hand research, and forward-thinking perspectives that you won’t find anywhere else. Our proven subject-matter experts uncover the latest trends, actionable insights, and inspiration for you and your team.

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