February 2016

Texting with Customers

Contact Center Pipeline Magazine, February 2016
Table of Contents

Feature
Texting with Customers
By Susan Hash
You don’t need an app for that! Savvy businesses are adding live-agent SMS conversations to their customer service channel mix.

Agility Factor
The Phone System App
By Jay Minnucci
Many businesses have already made the leap to a hosted or cloud-based phone system. If you can’t put your finger on why this new world is worth considering, here are four things you need to know.

Customer Experience
A Branded Customer Experience®: Transforming Promises into Action
By Janet LeBlanc
By shifting the focus from a branded marketing message to a Branded Customer Experience®, organizations can deliver on their brand promise with greater consistency while increasing customer experience awareness.

Data Security
Maintaining PCI DSS Compliance in the Contact Center
By Rajeev Venkat
Making sure that the data stored on payment cards is secure is a significant challenge for businesses. Contact centers can leverage WFO software to assist in safeguarding customer information.

Home Working
5 Tips to Effectively Manage Your At-Home Workforce
By Eric Berg
Whether you’re just starting, hitting your stride or running into snags, getting these five foundations right will save you both money and headaches.

Industry Outlook
Quality Management—Then, Now and in the Future
By Dick Bucci
There are many factors that limit the value of current QM practices. Significant advances in technology make the process more effective.

Leading Thoughts
Servant Leadership
By Matthew Rocco
The leaders who excel are those who serve. How to put servant leadership principles into action.

Speech Analytics
Skinny Dipping: Diving into Analytics with Only the Bare Necessities
By Scott Bakken
How to solve specific problems around targeted business issues with minimal supporting data.

Tech Line
Managed Services: Easy to Want, Hard to Buy
By Lori Bocklund
The MS market is complex, diverse and arguably still in its infancy for contact centers. A look at the complexities of buying managed services and how to ensure ongoing success.

The View from the Saddle
Cinema Insomnia—What’s Keeping You Up at Night?
By Paul Stockford
Findings from the year-end NACC survey reveal top contact center priorities for 2016.