September 2017

Making the Millennial Connection

Contact Center Pipeline Magazine, September 2017
Table of Contents

Feature
Making the Millennial Connection
By Susan Hash
Millennials’ expectations have changed the rules of engagement. How to create commitment for your contact center’s mission and goals.

Agility Factor
The SBR Balancing Act
By Jay Minnucci
Understanding the various forms of skills-based routing (SBR) is critical to deploying it in your contact center.

Healthcare Corner
Survey Says… Human Factors to Consider
By Kathleen Peterson
A recent survey of healthcare contact center professionals sheds light on people management challenges.

Inside View
Valvoline
By Susan Hash
A collaborative, people-focused environment drives continuous improvement at this award-winning customer support center.

Leading Thoughts
Creating a Contingency Plan
By Charles Driest
Steps to identify the people, data and resources to bring to bear in an emergency.

Performance Matters
The Changing Landscape of Employee Engagement
By Mark Brody
Millennial and Gen Z workplace expectations are transforming organizational cultures and practices.

Superior Service
Ethical Upselling
By Mike Aoki
Building trust and fulfilling needs creates a win-win for customers and businesses. How to encourage the right behaviors in your agents.

Tech Line
What Keeps You Up at Night?
By Lori Bocklund
The contact center plays a critical role in compromising or protecting the company and customers. Tackle fraud prevention, compliance and security to rest easy.

The View from the Saddle
Return of the Kachina! The 2017 Saddletree Research Kachina Awards
By Paul Stockford
The Kachina symbolizes achievement and innovation among solutions providers. A look at the 2017 awards program.