August 2019

August 2019

/ Issues
August 2019

Customer-Centricity: Bridging the Gap Between Expectations and Experience

Table of Contents, August 2019

FEATURE ARTICLE
Customer-Centricity: Bridging the Gap Between Expectations and Experience
By Susan Hash
Techniques to get closer to your customers.

TECH CORNER
Time to Get Really Excited about Self-Service
By Lori Bocklund
It’s a new era for customers and companies. A look at technology game-changers that can transform a lackluster self-service experience into a stellar one.

IDIOM INSIGHTS
Turnover… But Not the Good Kind
By Kathleen M. Peterson
A poor investment in frontline job quality will cost employers in higher turnover.

THE VIEW FROM THE SADDLE
Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player
By Paul Stockford
A new framework for authenticating callers may soon put a dent in robocall volume.

INSIDE VIEW
Fannie Mae
By Susan Hash
An innovative VoC initiative taps into the power of text analytics to optimize the customer experience.

LEARNING & DEVELOPMENT
Continuous Learning in an Age of Continuous Turnover
By Carol Leaman
Agent development doesn’t end after the first 60 days. Your training support shouldn’t either.

LEADING THOUGHTS
Moral Leadership in the Contact Center
By Mike Dershowitz
In the contact center, morality underpins how goals are accomplished. As managers and leaders, you have the power to create morality and fairness in the workplace.

EMPLOYEE ENGAGEMENT
How Technology is Paving the Path to Workplace Wellness
By Nancy Porte
Forget the free pizza on Fridays. Supportive work tools are more effective at boosting employee happiness while reducing stress.

VIRTUAL CONTACT CENTERS
Creating a Collaborative Virtual Team
By Tamara Schroer
Distance should not be a deterrent to getting the job done. Developing a high-performing virtual team begins with a caring culture, clear communication and common goals.

To download the full issue [PDF], please login or subscribe.
Not quite ready to subscribe? Give us a test-drive with a free 3-month trial subscription.
No Credit Card required to activate your trial.

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