December 2019

Leading a Service Culture

Table of Contents, December 2019

FEATURE ARTICLE
Leading a Service Culture
By Susan Hash
Surviving disruptive change with customers and employees intact requires a strong foundation. All eyes are on company leaders to reinforce a service culture.

TECH CORNER
Want to Improve Employee Engagement? Technology Can Help!
By Lori Bocklund
Address your contact center’s top priority. Assess your technology and how it helps—or hinders—agent engagement.

IDIOM INSIGHTS
Pushing the Project Pause Button
By Kathleen M. Peterson
Don’t let departmental turf wars and posturing derail transformational change.

THE VIEW FROM THE SADDLE
Analytics Coming of Age
By Paul Stockford
Analytics is finding its way into more and more CX equations.

INSIDE VIEW
Debbie Nagy, Dow Jones & Co.
By Susan Hash
An interview with ICMI’s 2019 Customer Hero of the Year winner.

LEADING THOUGHTS
Three Major Predictions for the 2020 Contact Center
By Chris Bauserman
Contact centers can set a strong foundation for unpredictable times.

ECONOMICS VS. HUMANITY
The Consolidation Trend Will Further Hurt Quality in the Contact Center
By Mike Dershowitz
Embrace the rule of 150 to ensure team cohesion and strong performance.

SPEECH ANALYTICS
Use Agent Voice DNA to Improve Contact Center Hiring Results
By Scott Bakken
Voice analysis is a strong predictor of new-hire success, retention and CSAT performance.

CUSTOMER EXPERIENCE
Predictive CX Trends for Both Customer and Business Success
By Jayaram Bhat
Leverage available tools to help your agents deliver positive, proactive experiences.

SPONSOR SPOTLIGHT | Intradiem
Coaching Automated: Improving Agent Engagement Pays Off
By Matt McConnell
Workforce automation increases the amount of coaching and training agents receive without adding cost.

SPONSOR SPOTLIGHT | Sennheiser
What to Look for in a Secure Headset
By Sennheiser
Key factors to keep in mind when selecting office headsets for secure environments.

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