August 2017

5 Hot Trends Impacting Contact Centers

Contact Center Pipeline Magazine, August 2017
Table of Contents

Feature
5 Hot Trends Impacting Contact Centers
By Susan Hash
From AI to millennials, these topics should be on every leader’s radar.

Agility Factor
Technology Worth Following
By Jay Minnucci
To get the most from the best technology, you have to be ready for it when the time is right. A look at three applications that belong on your watch list.

Customer Experience
Is Your CX Program Ready for the Digital Age?
By Tim Whiting
Digital is fast becoming the primary way business gets done. What does it mean for voice of the customer (VoC) initiatives?

Idiom Insights
Complacency: Danger in the Comfort Zone
By Kathleen Peterson
The self-satisfied often reside in their very own “comfort zone.” Fight complacency by challenging yourself and those around you.

Industry Outlook
Automation Generation
By Dick Bucci
Automation in the contact center and back office will continue to proliferate. View it as a communications and process option, not a total solution.

Leading Thoughts
Is Standing to Work a Game Changer for Contact Centers?
By Timothy Pottorff
Sit-to-stand workstations are becoming the norm in office environments. Are they a viable option for your center?

Performance Matters
Preparing Contact Center Operations to Respond Quickly
By Brian Burke
Embrace flexibility and respond quickly to deliver results when business and client needs change.

Superior Service
5 Ways to Take Control of Your Customer Experience
By Mike Leyva
Strategies to include for a holistic approach to CX management.

Tech Line
Building a Resilient Contact Center
By Lori Bocklund
Don’t take the resiliency of your technology for granted. Intentionally seek, implement and manage solutions to achieve your goals.

The View from the Saddle
Hello, Hal! Artificial Intelligence in the Contact Center
By Paul Stockford
The industry has been captivated by AI, but it’s important to maintain a realistic perspective.