Table of Contents, February 2020

FEATURE ARTICLE
Upgrade Your Customer Surveys
By Susan Hash
Seven practices to encourage customer participation.

IDIOM INSIGHTS
Nothing Ventured, Nothing Gained
By Kathleen M. Peterson
Create a plan of action to move out of the safety zone and progress toward your goals

THE VIEW FROM THE SADDLE
Turning Up the Heat on the Contact Center: A Fireside Chat
By Paul Stockford
An informal state-of-the-industry discussion with Verint’s Ryan Hollenbeck.

PIPELINE WALL OF FAME | Lori Bocklund
Celebrating Our Most Valued Authors
By Pipeline Wall of Fame
In recognition and appreciation to Lori Bocklund, President, Strategic Contact, our February 2020 Wall of Fame Author.

INSIDE VIEW
Televerde’s Prison Workforce Development Program
By Susan Hash
Providing training, development and job opportunities for incarcerated women produces lasting impact for individuals, families and state economies.

SPONSOR SPOTLIGHT | CallShaper
Why Online Scripting Is So Important to Your Call Center Success
By Bob Wienholt
Provide your sales and customer service reps with the tools to be successful.

DATA SECURITY
How to Implement CCPA Without Impacting Customer Service
By Christina Luttrell
There is a fine line between protecting customers’ PII, complying with CCPA and putting in place so much security that you lose customers to competitors.

INDUSTRY OUTLOOK
Things I Wish Someone Would Invent
By Dick Bucci
Six real problems in CX and service delivery that could use innovative solutions.

STRATEGIC STAFFING
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
By Kelly Koelliker
The gig economy is heralding some of the most significant changes in workforce management in decades.

MANAGEMENT ROI
Boost ROI by Enhancing Agent Performance
By Dr. William Seidman
Merging neuroscience research into how people share and gain knowledge with the global scalability of the cloud.

LEADING THOUGHTS
The Impact of Altruism on a Servant Leadership Culture
By Matt Rocco
The philosophy and leadership style go hand-in-hand in employee- and customer-centric environments.

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