Contact Center Pipeline Magazine, September 2018
Table of Contents

Feature
More Recognition, Please!
By Susan Hash
Providing meaningful recognition is the key to enhancing engagement and delivering organizational results.

Tech Line
Measuring and Achieving FCR
By Lori Bocklund
First-contact resolution can be hard to measure and achieve. A look at tools that can play a key role in reaching your FCR goals.

Healthcare Corner
Clear Path to Healthcare Access… Four Pillars of Readiness
By Kathleen M. Peterson
How to assess your people, process, technology and call center management readiness for optimum success.

Sponsor Spotlight
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty
By Upstream Works
There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Sponsor Spotlight
Why It’s Time for Your Contact Center to Embrace Omnichannel
By Panviva
Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

The View From the Saddle
The Customer Service-Support-Experience-Journey
By Paul Stockford
Over the years, definition of customer service remained essentially the same until customer communications channels began to expand.

Superior Service
Turn Your Order Desk into an Inside Sales Team
By Mike Aoki
The conversion from order-taker to salesperson is not that easy. Nine tips to successfully transition your agents from a reactive to a proactive role.

Performance Matters
Ready to Promote Your Star Agent to Supervisor? Not So Fast
By Erica Marois
Create a game plan for assessing supervisor candidates and providing support after promotion.

Leading Thoughts
The Evolution of Customer Service: Landline to AI
By Fara Haron
We’ve come a long way since landline telephones were the main point of contact. How will consumer expectations and technology impact the contact center’s present and future growth and success?

Customer Experience
Letting Customers Depart Gracefully
By Jeanne Bliss
Would your departure experience earn an eventual return?

Outsourcing Toolkit
Creating Value Through Expanded Business Solutions
By Brian Burke & Francis Hawthorne
Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls.