July 2016

How to Build a Great Culture

Contact Center Pipeline Magazine, July 2016
Table of Contents

Feature
How to Build a Great Culture
By Susan Hash
A great culture is the driving force behind employee engagement, high performance and, ultimately, customer loyalty. Seven culture lessons from contact center industry veterans.

Agility Factor
The Work Environment 2016
By Jay Minnucci
When speaking with agents about job satisfaction, you often hear about the “little things” that make a work environment comfortable and inviting. Findings from our recent survey on the contact center work environment

Execs in the Know
A Roadmap to Customer Service Loyalty
By Susan McDaniel
10 fundamentals for creating customer confidence and driving loyalty.

Idiom Insights
The Road to Hell Is Paved with Good Intentions
By Kathleen Peterson
Good intentions often lead to unintended consequences. Giving a proper apology and taking responsibility is the best defense when resolving problems.

Inside View
MOO
By Susan Hash
Multiple award-winning contact center delivers high standards for online customer care.

Learning & Development
5 Elements of a Successful Virtual Training Model
By Benjamin Gertz
E-learning offers great benefits for call centers. Here’s how to get started with your first program.

Performance Matters
Quality Assurance, Part 1
By Matthew Rocco
The best way to understand how your customers are feeling about their interactions with your employees is to perform research. A look at methods for researching the customer experience.

Tech Line
The Quickly Maturing Cloud Market
By Lori Bocklund
An overview of the cloud market and vendor landscape with key considerations to be an educated buyer. (The first in a two-part series.)

The View from the Saddle
The African Contact Center Market: Embracing the Cloud of Hope
By Paul Stockford
A conversation with contact center strategic consultant Rod Jones.