April 2018

Scheduling Tips to Empower & Engage

Contact Center Pipeline Magazine, April 2018
Table of Contents

Feature
Scheduling Tips to Empower & Engage
By Susan Hash
Give agents more control to achieve work-life balance.

Customer Experience
Five CX Early Warning Signs
By Alok Kulkarni
Catch these problems before they impact your Net Promoter Score.

Forecast Focus
Weaknesses of an WFMer
By Tiffany LaReau
How would you answer the toughest interview question?

Idiom Insights
Lost in the Labyrinth…Customers Want Out!
By Kathleen Peterson
Many customers today feel lost in a maze of options. To maximize the customer experience, review the customer service chain within your enterprise.

Leading Thoughts
Leadership Lessons from a Last Lecture
By Mark Brody
Leaders must be lifelong learners. How to become the leader you were meant to be.

Sponsor Spotlight
Reach New Speeds to Insight with a Speech Analytics Strategic Blueprint Workshop
A Sponsored Article by MainTrax
The key to success with speech analytics hinges on preparing to operationalize it with a strategy.

Sponsor Spotlight
Why Teamwork Is the Most Important Investment You’ll Ever Make
A Sponsored Article by Panviva
The team can only win when it works like a pit crew—fast, focused and in complete harmony.

Sponsor Spotlight
Focus on Well-Being: The Benefits of Wireless Audio
A Sponsored Article by Sennheiser
Headsets have long been a key tool in improving ergonomics for call center agents.

Tech Line
Good, Fast and Cheap! Can You Really Have It All?
By Lori Bocklund
The old saying, “Good, fast, cheap… pick two” is in jeopardy in today’s diverse market.

The View from the Saddle
Rosie the Robot Meets Margo the Wine Bot
By Paul Stockford
The customer experience chatbot revolution is just getting started.