April 2017

Disaster Planning: The Human Factor

Contact Center Pipeline Magazine, April 2017
Table of Contents

Feature
Disaster Planning: The Human Factor
By Susan Hash
Support your contact center’s most important asset before, during and after a disaster.

Agility Factor
Differentiator Series, Part 3: Optimizing the Exceptions
By Jay Minnucci
In the drive to maximize efficiency, don’t neglect the needs of your “non-standard” callers.

Association Spotlight
The Largest Call Center Association in the NorthEast!
A Sponsored Article by NECCF
The NorthEast Contact Center Forum (NECCF) has grown tremendously in the past 16 years. Get to know this incredible regional organization!

Idiom Insights
Talk Is Cheap… Or Is It?
By Kathleen Peterson
“Talk” is not simply the cost of human resources; it is an investment that yields a high-performance operation.

Inside View
Matt Medina, Dun & Bradstreet Emerging Businesses
By Susan Hash
Building a service center with a focus on the human element.

Learning & Development
5 Best Practices for Designing a Successful Training Program
By Benjamin Gertz
Techniques to develop your agents’ skills with minimum cost and maximum effectiveness.

Performance Matters
Developing Long-Term Employees
By Brian Burke
How to engage, retain and grow your contact center’s greatest assets.

Superior Service
How Would Customers Rate Your Company’s Customer Service?
By Dana Brownlee
Recent poll results reveal top customer service frustrations.

Tech Line
Simplifying Remote Access
By Brian Hinton and Matt Morey
The need for remote access to core contact center infrastructure continues to grow. Technology options today enable great flexibility for leaders and agents alike.

The View from the Saddle
Cool Hand Stew
By Paul Stockford
A Q&A with Stewart Bloom, the cool-headed leader at Aspect’s helm.