January 2016

Digital Customer Care

Contact Center Pipeline Magazine, January 2016
Table of Contents

Feature
Digital Customer Care
By Susan Hash
Consumers increasingly seek the ease and convenience of digital and social media channels to find basic information. A look back at a few companies that have successfully leveraged digital touchpoints to proactively respond to their customers’ information needs.

Agility Factor
Accountability in the Center
By Jay Minnucci
As a concept, accountability has enormous appeal, and the potential is significant. Getting it right requires attention to detail. A few tips to get you on the right path.

Customer Analytics
The Road to Analytics for Customer Engagement
By Brian Humenansky
Finding patterns in customer data can provide actionable insights to ensure that every customer interaction drives business growth.

Idiom Insights
Dawn of a New Day
By Kathleen Peterson
The start of the new year is the opportune time to strategize and plan for a new beginning. Engage your frontline staff in the process by focusing on a few key areas.

Inside View
LEGO Consumer Services
By Susan Hash
LEGO® Consumer Services’ Operations Support Team plays a critical role in keeping sales and service processes flowing smoothly.

Performance Matters
How to Deliver Engaging Customer Experiences, Part 1: Hiring Top Performers
By Bill Stavros
Does your hiring process identify potential top performers? A step-by-step process to improve your hiring techniques.

Special Report
Contact Center Challenges and Priorities
By Lori Bocklund
Which priorities will be at the top of contact centers’ to-do lists for the coming year? Recent survey findings reveal the biggest challenges that centers are dealing with today and their top priorities for 2016.

Superior Service
How to Handle Post-Holiday Returns and Cancellations
By Mike Aoki
Fifteen ideas to help your agents retain customers during the challenging post-holiday period.

Tech Line
From Best-of-Breed to Standalone to Suite
By Brian Hinton
A look at what’s happening in the contact center technology marketplace and what it means for your sourcing approach.

The View from the Saddle
Trading Places: Another Aspect of Innovation
By Paul Stockford
Paul Stockford revisits the movie “Trading Places,” and contemplates what it would be like to trade jobs with Aspect’s Tobias Goebel.