October 2019

October 2019

/ Issues
October 2019

Metrics Roundup

Table of Contents, October 2019

FEATURE ARTICLE
Metrics 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.

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Aizan Qtivity
NICE CX Lifetime
Verint
Webex CCTR
Khoros
NICE Lifetime