January 2017


The Year Ahead: 17 on ’17

By Susan Hash

It’s the start of a brand-new year. What’s happening in the near future for contact centers? What should we keep an eye on in the next 12 months? We asked 17 industry experts to share their thoughts.

Agent Disengagement

Examining the Myths and Costs of Agent Disengagement, Part 1

By John Goodman

Many companies operate under a false set of assumptions about agent retention and the impact on service quality. A look at the most common misconceptions held by different sets of executives.

Agility Factor

Looking Ahead to 2020

By Jay Minnucci

With the end of the decade now in sight, we thought it would be a good time to look ahead and identify three key people, process and technology trends that may impact your contact center by 2020.

Healthcare Corner

The Changing Landscape of Healthcare: The Contact Center as Strategic Asset

By Kathleen Peterson

In this premier article of a new series, Kathleen Peterson reviews the changing healthcare environment and the requirements that business leaders must address. She introduces an approach for translating strategy to tactics.

Special Report

Contact Center Challenges & Priorities for 2017

By Lori Bocklund

Recent survey findings reveal the latest challenges and priorities facing contact centers in 2017. A follow-up to the widely read 2016 report with year-to-year comparisons.

Superior Service

4 Ways to Maintain a Good Customer Experience During Collections

By Gary Dorman

Providing quality customer service shouldn’t stop when a customer falls behind on payments.

Tech Line

Working Together to Optimize Technology

By Lori Bocklund

Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. A look at impactful changes that can help you get more for your time and money.

The View from the Saddle

A Predilection for Predictive Predictions

By Paul Stockford

Of all the technology solutions that will affect the contact center in 2017, the one that will have the greatest impact is predictive analytics.