December 2016

On the Road to Customer-Centricity

Contact Center Pipeline Magazine, December 2016
Table of Contents

Feature
On the Road to Customer-Centricity
By Susan Hash
More organizations are making the move from talk to action. Where do most lie on the customer experience maturity curve? A look at the road behind, the journey ahead and actionable insights.

Agility Factor
Regifting for 2017
By Jay Minnucci
The end-of-year tradition for clearing out useless processes and practices continues.

Customer Analytics
The Key to Understanding the Customer Journey
By Arnab Mishra
To drive strategic change, leaders must focus on the higher level customer journey, which is the sum total of your relationship with the customer. A look at the different levels of data that paint the full picture of the customer experience.

Execs in the Know
Artificial Intelligence: Friend or Foe?
By Alyssa Pitura
How AI is altering the customer experience as we know it.

Inside View
Nicole Berry, Sedgwick Claims Management Services
By Susan Hash
Interview with an award-winning supervisor whose leadership approach is built upon daily communication, honesty and humility.

Leading Thoughts
IoT Has Arrived, But Has Your Customer Service Offering?
By Michael Ringman
The Internet of Things (IoT) has begun to permeate our daily lives. But what happens when IoT products and services don’t live up to expectations?

Management ROI
Elevate Customer Satisfaction Through Improved FCR
By Chris Bauserman
One of the biggest indicators of a struggling contact center is repeat callers. 6 practical steps to improve first-call resolution.

Tech Line
Moving Beyond Phone Calls: WFM in an Omnichannel World
By Lori Bocklund and Brian Hinton
The state of the omnichannel center: An expert panel offers insights on the prevailing technology and its usage.

The View from the Saddle
Rocket Man
By Paul Stockford
Calabrio’s Tom Goodmanson is focused on the right course and in control of his ship.