February 2019

February 2019

/ Issues
February 2019

Innovative Training for the Contact Center

Table of Contents, February 2019

Innovative Training for the Contact Center
By Susan Hash
Training tools and techniques that enhance the learner experience.

How to Excel with Performance Management Tools and Processes
By Lori Bocklund
Are you using your performance management tools effectively? Drive meaningful, actionable results with more robust tools.

Are You Ready, Willing and Able for Digital Access?
By Kathleen M. Peterson
Contact centers today must have insight into all they do and how work is done. The ability to dissect your contact types is an important contribution to digital readiness.

Analyticus Ubiquitous
By Paul Stockford
Analytics is ubiquitous in today’s contact center. It is at the core of everything needs to succeed in the customer experience economy.

It All Begins with Good Health
By Mike Dershowitz
Prioritize your company’s role in providing agents with the sense of security that allows them to perform well in their jobs.

Michael Rotter, Aerotek
By Susan Hash
How do you match qualified job candidates with customer service jobs? We go on the job with a contact center recruiting and staffing professional.

Voice-First Experiences Offer Help in the Moment
By Crystal Collier
Conversational user interfaces are being widely adopted. Is your center prepared to offer this emerging channel? A recent study reveals implications for delivering seamless, timely support.

5 Ways to Screen Job Candidates for Positive Attitude
By Devan Hines
Interview techniques to identify the right candidates for customer-facing roles.

Does AI Make Agents Happier?
By Jen Snell
When applied correctly, artificial intelligence is a tool that helps people make the most of their time and efforts.

How to Put Your Machine Data to Work
By Andy Chinmulgund
Businesses are amassing terabyes of IoT data from appliances and machines. CSRs cannot find the data they need. What’s the connection?

To download the full issue [PDF], please login or subscribe. If you're not quite ready to subscribe, try us out with a free 3-month trial subscription.

Contact Center Pipeline

Contact Center Pipeline

Insights you want. Inspiration you need.

The #1 Trusted Resource for the Contact Center Industry

Contact Center Pipeline is a must-read for contact center and customer service professionals, 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, provide trusted advice, the insights you want, and the inspiration you need.

Founded in 2008, to cover a rapidly evolving industry, Contact Center Pipeline has steadily built a reputation for objectivity, accuracy, and fairness – spend less time searching for answers and more time asking the questions that lead to smarter decisions. Contact Center Pipeline publishes first-hand research data and analysis, in-depth articles, guides, infographics, and more via our monthly magazine, website, blog, email newsletter, and social media channels. As an independant publisher, our editorial content is free from outside influence. We do accept a limited number of sponsored articles from our advertising partners, and they are clearly separated from our own editorial content and labeled as "Sponsored Articles" or "White Papers."

Our ongoing series of regional events, the Contact Center Ideas and Innovations Tour, beginning in 2018, are building face-to-face regional networks of contact center professionals, providing hands-on opportunities with the latest technology, and encouraging the collaboration necessary to keep up with the mind-blowing pace of today's contact center innovation.

Put Contact Center Pipeline's insight and advice behind your contact center decisions.

Get new contact center tips Tuesday-Thursday on our blog and subscribe to our monthly magazine.

Twitter | LinkedIn | CCP Linkedin Group | Instagram | YouTube

Contact author

Nice inContact
Nice inContact