December 2017

Social Customer Service... Then and Now

Feature
Social Customer Service… Then and Now
By Susan Hash
How far has social customer care come since 2009? Industry experts weigh in.

Agility Factor
Regifting for 2018
By Jay Minnucci
Fixes that will bring sunshine and warmth to contact center leaders this holiday season.

Artificial Intelligence
Can AI Replace the Call Center’s Human Agents?
By Jim Iyoob
Why you may want to adopt a best-of-both-worlds approach.

Idiom Insights
Joy to the World… 10 Wishes for 2018!
By Kathleen Peterson
Create an environment in which customer experience is paramount and those facilitating it can shine.

Inside View
C3|CustomerContactChannels
By Susan Hash
Bridging the generation gap with care, compassion and sensitivity awareness training.

Leading Thoughts
Meet Heightened Holiday Expectations with an Omnichannel Experience
By Michael Ringman
What’s at the top of consumers’ wish lists this holiday season? A seamless service experience.

Performance Matters
Anticipating and Evaluating Contact Center Trends
By Brian Burke
How to balance what’s new and trending with what makes sense for your stakeholders.

Sponsor Spotlight
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
A Sponsored Article by Sennheiser
Accommodating skilled agents with hearing impairment allows centers to draw from a comprehensive talent pool.

Superior Service
4 Characteristics of Best-in-Class Contact Centers
By Erica Marois
Best practices shared from ICMI’s 2017 Global Contact Center Award winners.

Tech Line
A Deeper Look at Authentication and Fraud Prevention
By Lori Bocklund
Use a multi-layered approach that cuts across people, process and technology.

The View from the Saddle
2018: The Times They Are A-Changin’
By Paul Stockford
A focus on employee engagement is impacting every facet of the contact center industry.