November 2015

Personalize the Caller’s Experience

Contact Center Pipeline Magazine, November 2015
Table of Contents

Feature
Personalize the Caller’s Experience
By Susan Hash
One size doesn’t fit all when it comes to live-agent transactions. Treat customers as individuals, not account numbers.

Agility Factor
Welcome to Our Contact Center!
By Jay Minnucci
Your center only has a few precious seconds to make a positive first impression. Ideas for creating a great start to your calls.

Employee Engagement
Employee Engagement, Part 3: Promoting Positive Change
By Eric Berg
In this third and final installment of the series, Eric Berg discusses key steps to promote positive change and communication measures that will boost employee buy-in on the path to success.

Idiom Insights
Don’t Push My Buttons
By Kathleen Peterson
De-escalation is strategic communication skill that many contact center professionals possess. It is the art of maintaining a focus on the outcome.

Speech Analytics
What’s Next in Speech-to-Text
By Scott Bakken
An innovative technology has revolutionized speech-to-text transcription and customer data analysis. Scott Bakken explains what it is and why it’s a game-changer for speech analytics solutions.

Tech Line
Technology Selection at Today’s Speed
By Brian Hinton & Ken Barton
Many companies have limited time and resources to spend performing due diligence through a formal, deep-dive selection process. Steps for finding the right solution fast.

The View from the Saddle
The Value of Veterans: Going Dutch in the Contact Center
By Paul Stockford
Employers are finally discovering the unique strengths that military veterans bring to the contact center.