August 2019

Customer-Centricity: Bridging the Gap Between Expectations and Experience

Table of Contents, August 2019

FEATURE ARTICLE
Customer-Centricity: Bridging the Gap Between Expectations and Experience
By Susan Hash
Techniques to get closer to your customers.

TECH CORNER
Time to Get Really Excited about Self-Service
By Lori Bocklund
It’s a new era for customers and companies. A look at technology game-changers that can transform a lackluster self-service experience into a stellar one.

IDIOM INSIGHTS
Turnover… But Not the Good Kind
By Kathleen M. Peterson
A poor investment in frontline job quality will cost employers in higher turnover.

THE VIEW FROM THE SADDLE
Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player
By Paul Stockford
A new framework for authenticating callers may soon put a dent in robocall volume.

INSIDE VIEW
Fannie Mae
By Susan Hash
An innovative VoC initiative taps into the power of text analytics to optimize the customer experience.

LEARNING & DEVELOPMENT
Continuous Learning in an Age of Continuous Turnover
By Carol Leaman
Agent development doesn’t end after the first 60 days. Your training support shouldn’t either.

LEADING THOUGHTS
Moral Leadership in the Contact Center
By Mike Dershowitz
In the contact center, morality underpins how goals are accomplished. As managers and leaders, you have the power to create morality and fairness in the workplace.

EMPLOYEE ENGAGEMENT
How Technology is Paving the Path to Workplace Wellness
By Nancy Porte
Forget the free pizza on Fridays. Supportive work tools are more effective at boosting employee happiness while reducing stress.

VIRTUAL CONTACT CENTERS
Creating a Collaborative Virtual Team
By Tamara Schroer
Distance should not be a deterrent to getting the job done. Developing a high-performing virtual team begins with a caring culture, clear communication and common goals.

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