October 2017

The Value of Communities

Contact Center Pipeline Magazine, October 2017
Table of Contents

Feature
The Value of Communities
By Susan Hash
Collaborate to innovate. Employee and customer communities provide more than ROI.

Agility Factor
What the Frontline Supervisor Survey Says
By Jay Minnucci
Answers to your frequently asked questions about how the supervisor’s role is structured in other contact centers.

Artificial Intelligence
AI: Streamlining Contact Center Technology
By Jim Iyoob
Blend smart technology with the human touch to improve customer experience.

Idiom Insights
Mastering the “Fine Art” of Conversation in a Digital World
By Kathleen Peterson
Adjust training programs to include the value of conversation, and not just with customers.

Leading Thoughts
Leveraging UC and Collaboration
By Todd Carothers
Strengthen your team—and your business—by equipping agents with digital tools to empower and engage.

Learning & Development
Designing High-Impact Training Modules
By Brian Burke
Use a systematic approach to create a learning experience that prepares new-hires for success.

Sponsor Spotlight
PCI Compliance: An Overview of PCI Standards
A Sponsored Article by OpenText, Roger Lee
The amount of personal data entering the organization through the contact center is increasing, and you need to provide a way to keep it secure.

Sponsor Spotlight
Engaged Employees = Happy Customers
A Sponsored Article by WFMSG, Roger Woolley
Creating a dynamic culture that encourages employee engagement means addressing what’s important to contact center employees.

Tech Line
Optimize Technology Value
By Brian Hinton
Doing more with technology is not just about more licenses or infrastructure. Success depends on how you use technology—new or old.

The View from the Saddle
I Can See Clearly Now—Clearing the Contact Center Clouds
By Paul Stockford
The true cloud contact center is the future, and the cloud native platform is the road to the future.

Workforce Ergonomics
Hand-held Technology… Bane or Boon?
By Timothy Pottorff
Use hand-held devices appropriately to achieve proper balance.