September 2018


More Recognition, Please!

By Susan Hash

Providing meaningful recognition is the key to enhancing engagement and delivering organizational results.

Customer Experience

Letting Customers Depart Gracefully

By Jeanne Bliss

Would your departure experience earn an eventual return?

Healthcare Corner

Clear Path to Healthcare Access… Four Pillars of Readiness

By Kathleen Peterson

How to assess your people, process, technology and call center management readiness for optimum success.

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?

Outsourcing Toolkit

Creating Value Through Expanded Business Solutions

By Brian Burke and Francis Hawthorne

Demonstrate your contact center’s value beyond the traditional scope of customer service and phone calls.

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.

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.”

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.

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.

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.