October 2019 Contact Center Pipeline / Oct 2019 / Issues Metrics Roundup Table of Contents, October 2019 FEATURE ARTICLEMetrics Roundup By Susan Hash How do contact centers measure the customer experience? 12 commonly used KPIs that offer insight into CX performance. TECH CORNER Make Technology a Strategic Tool By Lori Bocklund Technology can be absolutely transformative. Get the fundamentals right to deliver value that matches the promise. IDIOM INSIGHTS Is Your Contact Center a Fantasyland… Or Not? By Kathleen M. Peterson Four important leadership lessons contact centers can learn from classic Disney tales. SPECIAL REPORT Factors Leading to an Impactful Voice of the Customer Process By John Goodman, Silvi Demirasi & Thomas Hollmann Findings from the 2019 Voice of the Customer survey. THE VIEW FROM THE SADDLE Voice in the Contact Center: The Heart of the Matter By Paul Stockford A personalized customer experience begins with intelligent call routing. INSIDE VIEW Suzette Robinette, Hiway Federal Credit Union By Susan Hash An industry Mover & Shaker leads with empathy, empowerment and a dedication to serve. INDUSTRY OUTLOOK Consumers Demand More Data Privacy Protections—California Responds By Dick Bucci The California Consumer Privacy Act (CCPA) goes into effect on January 1st, 2020. Is your contact center prepared? STRATEGIC STAFFING Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources By Suman Sarkar To achieve zero wait time, contact centers have to tackle the problem from both ends—demand and supply. LEADING THOUGHTS When People Are Your Business, Behavior Is Your Product By Mike Dershowitz If you want to grow your business, your top priority is the happiness of your workforce. CUSTOMER EXPERIENCE What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience By Michelle Cirocco A leader’s personal journey begins with learning the value of listening, empathy and building relationships. SPONSOR SPOTLIGHT 7 Steps to Superior CX By Stephen Pappas Customer experience is not a one-and-done process—it’s an evolution. Key steps to refine and improve your CX. SPONSOR SPOTLIGHT Workforce Management Evolution By Daryl A. Gonos New WFM technologies are offering less expensive, long-term solutions for the evolving contact center. To download the full issue [PDF], please login or subscribe. Subscribers Download Article [PDF] Contact Center Pipeline INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALSContact Center Pipeline Magazine is published monthly, 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, actionable insights, and inspiration for you and your team.Put Contact Center Pipeline's insight behind your contact center decisions. Visit our blog or view subscription options. Twitter | LinkedIn | CCP Linkedin Group Next Article Metrics Roundup Related Articles Special Report: Factors Leading to an Impactful Voice of the Customer Process Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources November 2019 Related Articles Special Report: Factors Leading to an Impactful Voice of the Customer Process Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources November 2019