February 2018

Create a Coaching Culture

Contact Center Pipeline Magazine, February 2018
Table of Contents

Feature
Create a Coaching Culture
By Susan Hash
Foster open dialogue that engages and empowers people to deliver results.

Customer Experience
Three Simple Ways to Show Your Customers Some Love
By Nancy Porte
Emotions play a vital role in = customer relationships. How to ensure that your customers feel good about you.

Data Security
Social Engineering: 5 Steps to Protect Your Contact Center
By Christina Luttrell
Are your CSRs vulnerable to fraudsters? Take a proactive approach to preventing fraud.

Idiom Insights
Now What? The Impact of Chaos on Contact Center Operations
By Kathleen M. Peterson
Five conditions contributing to the growing chaos in your operation, and what you can do to stabilize it.

Industry Outlook
The State of the WFO Market
By Dick Bucci
What key forces are driving the growing demand for WFO solutions? Dick Bucci offers insights from his latest research report.

Inside View
A Call Center and Nonprofit Partnership Connects Homeless with Jobs
By Susan Hash
Can call centers be part of the solution to the homelessness epidemic? A look at a successful model for transitioning people experiencing homelessness into jobs, housing and the community.

Performance Matters
Evaluating, Establishing and Maintaining a Positive Contact Center Culture
By Brian Burke
How to affect the type of lasting change that drives commitment and results

Sponsor Spotlight
Want Your Customers to Love You? Start by Actively Listening
By Valerie McSorley
Banner Health's social customer care team engages in a dialogue that is timely, responsive and personalized.

Tech Line
Haste But Not Waste: Fast Implementation with Success
By Lori Bocklund
Good planning can help you to move at a quick pace while still delivering business value

The View from the Saddle
What Would Miss Manners Say?
By Paul Stockford
When is it appropriate for contact center agents to address callers by their first name?