From the Publisher

Welcome to the September issue.

Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons. Trillions. More than Hurricane Katrina and Hurricane Sandy, combined. The personal and financial losses revealed by the receding flood waters are stunning.

It’s unlikely that any amount of preparation could have prevented Houston and the surrounding areas from flooding, when over a year’s worth of rain fell in the span of just a few days. After the immediate crisis is over, what are the takeaways and discussions that we need to be having in our centers? Unfortunately, with our day-to-day priorities, it often takes a disaster of this magnitude to encourage us to review our continguency plans and ensure they are up-to-date and sufficient. As contact center leaders, we have a responsibility to ensure that we have plans in place to take care of our employees and maintain our operational ability in greater times of need.

Please take this opportunity to review your plans. Look for inspiration in an excellent article this month by Charles Driest, “Creating a Continguency Plan.” Very timely in light of the past weeks events.

Elsewhere in the September issue, we cover the expectations of millenials, skills based routing, fraud prevention and compliance, survey analysis of healthcare contact centers, behind-the-scenes with Valvoline's award-winning support center, employee engagement, ethical upselling, and the return of the Kachina!

For those of you affected by Hurricane Harvey, please know you are in our thoughts and prayers. We wish for a recovery as quickly as possible. Please remember the folks in Texas… and all affected by Harvey.

Thank you for your support,
Linda Harden
Contact Center Pipeline
(443) 909-6951