January 2015

Creating a Customer-Focused Culture

Contact Center Pipeline Magazine, January 2015
Table of Contents

Feature
Creating a Customer-Focused Culture
By Susan Hash
Does your company culture support the type of behaviors that deliver great service? A look at the framework for building and sustaining a customer-centric culture.

Agility Factor
The (Near) Death of WFM
By Jay Minnucci
The term “workforce management” was never meant to be limited to hardware and software. Today’s complex contact centers require analytical expertise as well as great technology to deliver robust WFM services.

Execs in the Know
Text: You Can’t Put Your Customers on Hold
By Susan McDaniel
Does your company support text-enabled customer communication? Preliminary findings from the 2014 Customer Experience Management Benchmark (CXMB) Study.

Idiom Insights
Flying by the Seat of Your Pants
By Kathleen Peterson
You can’t rely on gut instincts to lead your center to a higher level of performance.

Inside View
DFS
By Susan Hash
A UK sofa retailer provides customers with a uniquely positive personal connection through live video chat.

Leading Thoughts
The Future Is Here
By Marilyn Saulnier
Innovative technology is changing the way customers interact with businesses. Five fundamental components for delivering an excellent customer experience today and tomorrow.

Superior Service
10 Common Retention Mistakes
By Mike Aoki
Train your frontline agents to identify customer save opportunities, and how to apply simple retention techniques.

Tech Line
The Multichannel Contact Center Becomes “Omnichannel”
By Lori Bocklund
Challenges and enablers to achieving a seamless, integrated environment for customer experience.

The View from the Saddle
Our Survey Says!
By Paul Stockford
2015 will be an important year for the deployment of customer survey software in the contact center.