Employee Advocacy
Contact Center Pipeline Magazine, April 2016
Table of Contents
Feature
Employee Advocacy
By Susan Hash
An empowered and impassioned workforce can help to enhance your company’s reputation and engagement with customers.
Agility Factor
Conversing or Transacting?
By Jay Minnucci
Few contact centers should fit in one category for every single interaction, but it is an important, strategic decision for your center, and is driven by your performance objectives and your approach to call monitoring.
Customer Analytics
Accelerant for Growth: Analyzing the Complete Voice of the Customer
By Matt Matsui
By optimizing omnichannel data and using it to create shareable insights, the contact center can drive the conversation about customer wants and needs.
Industry Outlook
Dodd Frank, the CFPB and You
By Dick Bucci
The Consumer Financial Protection Bureau is charged with enforcing a variety of consumer protection laws. Violations can be costly. A comprehensive technology framework will make the job of compliance easier.
Inside View
Carbonite
By Susan Hash
An employee-centric culture transforms contact center into a world-class customer care operation.
Leading Thoughts
A Better Way to Measure Success in Your Contact Center
By Bob Furniss
Metrics are a staple of the contact center industry—but what are the right metrics? Three areas of measurements to consider.
Superior Service
Social Customer Service: The Next Frontier
By Jim Iyoob
Tap into the value that social customer service offers. Start with a solid plan that addresses the potential pitfalls.
Tech Line
Some Nice Niche Technologies
By Lori Bocklund & Ken Barton
Strategic Contact’s Lori Bocklund and Ken Barton put the spotlight on a few intriguing niche technologies, and share considerations and steps to get the most out of them.
The View from the Saddle
Confessions of an Analog Man in a Digital World
By Paul Stockford
Digital marketing may be the buzz term du jour, but when it comes to technology purchase decisions, ROI and the relationship with the vendor are key.
Contact Center Pipeline
INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALS
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