January 2020

Improving the Agent Experience

Table of Contents, January 2020

FEATURE ARTICLE
Improving the Agent Experience
By Susan Hash
Look beyond employee engagement to improve the overall experience.

SPECIAL REPORT
Contact Center Challenges & Priorities for 2020: The Year of the Agent
By Lori Bocklund
Findings from our fifth annual survey reveal a strong focus on the agent experience.

IDIOM INSIGHTS
Operation Social Media… 2020
By Kathleen M. Peterson
Customers have never been more visible or powerful as they are today. How the organization handles social channels is important because social media critics are not going away… ever!

VIEW SADDLE
Contact Center 2020: Yesterday and Today
By Paul Stockford
Despite disruptive change, key contact center foundational technologies and strategies will always be relevant. Discussing technology and the Beatles with Cisco’s Zack Taylor.

INSIDE VIEW
Annette Franz, CCXP
By Susan Hash
The industry pioneer and CXPA Board Chair shares her thoughts on the CX profession and the association’s 2020 goals.

ECONOMICS VS HUMANITY
Are Microskills the Key to Surviving the Bots?
By Mike Dershowitz
The landscape of work is changing. Automation is creating more “microskills” that humans must learn and apply.

INDUSTRY OUTLOOK
The Contact Center Trends to Watch Out for in 2020
By Ido Bornstein-HaCohen
The application of intelligent automation is at the heart of key trends influencing customer service in the coming year.

LEADING THOUGHTS
How to Quiet the Ego and Lead with Humility
By Quint Studer
Bring out the best in your agents. Be the kind of leader that others trust and follow.

SERVICE AUTOMATION
Surviving Post-Holiday Returns
By Paul Selby
The holiday ride isn’t over yet! How to maintain service quality during the high-volume post-holiday period and beyond.

DIGITAL TRANSFORMATION
A Checklist for Migrating Your Contact Center to the Cloud
By Sascha Mehlhase
A thoughtful game plan to simplify the migration process from planning to execution.

SPONSOR Q&A | CallShaper
Executive Interview with Bob Wienholt, CEO of CallShaper
By Linda Harden & Bob Wienholt
CEO Bob Wienholt discusses what makes CallShaper unique in the call center industry.

PIPELINE WALL OF FAME | CUSTOMER CONTACT STRATEGIES
Celebrating Our Most Valued Sponsors
In recognition and appreciation to Customer Contact Strategies, our January 2020 Wall of Fame Sponsor.

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