May 2015

Cultivate a Companywide Customer Service Mindset

Contact Center Pipeline Magazine, May 2015
Table of Contents

Feature
Cultivate a Companywide Customer Service Mindset
By Susan Hash
Ideas for getting buy-in from above, within and beyond the contact center.

Agility Factor
Setting Service Level Objectives
By Jay Minnucci
Four factors that will help you to clarify the trade-offs between cost and customer satisfaction.

Customer Surveys
Keeping Surveys Simple
By Gerald Sinclair
Customer surveys should be easily executable, measurable and actionable. It all begins with the planning.

Employee Engagement
Employee Engagement, Part 1: Start with Baby Steps
By Eric Berg
The path to higher engagement begins with a survey program and a sound communication plan.

Execs in the Know
Electric Customer Experience
By Susan McDaniel
Standing out in a competitive market with a natural virtual assistant.

Inside View
Award-Winning Managers
By Susan Hash
Meet the two finalists for ICMI’s 2015 Global Contact Center Award in the Best Contact Center Manager category.

Performance Matters
Service Strategy: What’s Your Game Plan?
By Charles Swain
Are you micromanaging your team? Design a service strategy to maximize the effectiveness of your key players.

Superior Service
Customer Service + Branding = Added Value!
By Martha Brooke
Is your contact center reinforcing or degrading your company’s customer experience commitment?

Tech Line
Reimagining CRM
By Matt Morey
Leveraging advanced capabilities to drive efficiencies for the contact center.

The View from the Saddle
Businesses Are from Mars, Contact Centers Are from Venus
By Paul Stockford
Analytics is paving the way for cooperation among all aspects of the enterprise.