Magazine Archives

January 2020

January 2020

/ Issues

Improving the Agent Experience

To download this issue, login or subscribe

Table of Contents, January 2020

FEATURE ARTICLE
Improving the Agent Experience
By Susan Hash
Look beyond employee engagement to improve the overall experience.

SPECIAL REPORT
Contact Center Challenges & Priorities for 2020: The Year of the Agent
By Lori Bocklund
Findings from our fifth annual survey reveal a strong focus on the agent experience.

IDIOM INSIGHTS
Operation Social Media… 2020
By Kathleen M. Peterson
Customers have never been more visible or powerful as they are today. How the organization handles social channels is important because social media critics are not going away… ever!

VIEW SADDLE
Contact Center 2020: Yesterday and Today
By Paul Stockford
Despite disruptive change, key contact center foundational technologies and strategies will always be relevant. Discussing technology and the Beatles with Cisco’s Zack Taylor.

INSIDE VIEW
Annette Franz, CCXP
By Susan Hash
The industry pioneer and CXPA Board Chair shares her thoughts on the CX profession and the association’s 2020 goals.

ECONOMICS VS HUMANITY
Are Microskills the Key to Surviving the Bots?
By Mike Dershowitz
The landscape of work is changing. Automation is creating more “microskills” that humans must learn and apply.

INDUSTRY OUTLOOK
The Contact Center Trends to Watch Out for in 2020
By Ido Bornstein-HaCohen
The application of intelligent automation is at the heart of key trends influencing customer service in the coming year.

LEADING THOUGHTS
How to Quiet the Ego and Lead with Humility
By Quint Studer
Bring out the best in your agents. Be the kind of leader that others trust and follow.

SERVICE AUTOMATION
Surviving Post-Holiday Returns
By Paul Selby
The holiday ride isn’t over yet! How to maintain service quality during the high-volume post-holiday period and beyond.

DIGITAL TRANSFORMATION
A Checklist for Migrating Your Contact Center to the Cloud
By Sascha Mehlhase
A thoughtful game plan to simplify the migration process from planning to execution.

SPONSOR Q&A | CallShaper
Executive Interview with Bob Wienholt, CEO of CallShaper
By Linda Harden & Bob Wienholt
CEO Bob Wienholt discusses what makes CallShaper unique in the call center industry.

PIPELINE WALL OF FAME | CUSTOMER CONTACT STRATEGIES
Celebrating Our Most Valued Sponsors
In recognition and appreciation to Customer Contact Strategies, our January 2020 Wall of Fame Sponsor.

To download the full issue [PDF], please login or subscribe.

Contact Center Pipeline

Contact Center Pipeline

Insights you want. Inspiration you need.

The #1 Trusted Resource for the Contact Center Industry

Contact Center Pipeline is a must-read for contact center and customer service professionals, 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, provide trusted advice, the insights you want, and the inspiration you need.

Founded in 2008, to cover a rapidly evolving industry, Contact Center Pipeline has steadily built a reputation for objectivity, accuracy, and fairness – spend less time searching for answers and more time asking the questions that lead to smarter decisions. Contact Center Pipeline publishes first-hand research data and analysis, in-depth articles, guides, infographics, and more via our monthly magazine, website, blog, email newsletter, and social media channels. As an independant publisher, our editorial content is free from outside influence. We do accept a limited number of sponsored articles from our advertising partners, and they are clearly separated from our own editorial content and labeled as "Sponsored Articles" or "White Papers."

Our ongoing series of regional events, the Contact Center Ideas and Innovations Tour, beginning in 2018, are building face-to-face regional networks of contact center professionals, providing hands-on opportunities with the latest technology, and encouraging the collaboration necessary to keep up with the mind-blowing pace of today's contact center innovation.

Put Contact Center Pipeline's insight and advice behind your contact center decisions.


Get new contact center tips Tuesday-Thursday on our blog and subscribe to our monthly magazine.

Twitter | LinkedIn | CCP Linkedin Group | Instagram | YouTube

Contact author

x
2Ring
Contact Point 360