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March 2020

March 2020

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The Emotion Connection

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Table of Contents, March 2020


FEATURE ARTICLE
The Emotion Connection
By Susan Hash
Tapping into the science of human emotion to deliver more valuable experiences.

TECH LINE
Change Management May Be the Most Important Part of Your Next Project
By Lori Bocklund
A discussion of change management concepts with Prosci’s Tim Creasey.


IDIOM INSIGHTS
Strategic Communication: Techniques of Best-in-Class Voice Interactions
By Kathleen M. Peterson
A phone skills refresher to help your agents control the call and manage stress.


THE VIEW FROM THE SADDLE
The Roarin' Twenties Redux
By Paul Stockford
Contact centers are looking for a technology refresh and analytics is topping the list.


LEADING THOUGHTS
Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry
By Mike Aoki
In honor of International Women’s Day, Mike Aoki interviews 5 industry executives who share their early leadership challenges, achievements and advice.


CUSTOMER EXPERIENCE
Results-Focused Leadership—the Catalyst for CX Transformation
By Janet LeBlanc
It is not enough to make a change and move on to the next area of opportunity. A well-designed and structured performance management system is needed that is aligned with the overall organizational strategy.


ECONOMICS VS HUMANITY
Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents
By Mike Dershowitz
Loyalty is great, but performance is better. Tenure increases send the wrong message to agents about what matters.


SOCIAL CUSTOMER CARE
5 Reasons You Shouldn’t Be Scared to Write to Customers in Social Media
By Leslie O’Flahavan
Don’t miss out on the extraordinary rewards when you do social right.


RECRUITING & HIRING
Tips for Attracting More (and Better!) Agents in a High-Employment Economy
By David Patchen
How to increase your talent pool while gaining valuable insights about applicants’ behavioral characteristics.


EMPLOYEE ENGAGEMENT
Transform Your CX from Good to Great by Treating Your Agents Right
By Chris Bauserman
Supporting agents with the right tools improves the employee experience and turns them into brand ambassadors.


SPONSOR Q&A | LogMeIn
Executive Interview with LogMeIn’s Ryan Lester
By Linda Harden
A discussion of LogMeIn’s industry leading solutions, its leadership’s top priorities and the value it delivers to its customers.


PIPELINE WALL OF FAME | WFMSG
Celebrating Our VIP Sponsors
In recognition and appreciation to WFMSG, our March 2020 Wall of Fame Sponsor.

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