July 2017

Creating Career Paths for Agents

Contact Center Pipeline Magazine, July 2017
Table of Contents

Feature
Creating Career Paths for Agents
By Susan Hash
Upskill your agents to fill talent gaps within and outside of the contact center.

Agility Factor
To a More Cost-Efficient 2018
By Jay Minnucci
Three improvements that are quick to implement and offer potentially significant cost savings.

Data Security
Three Security Myths About Moving to the Cloud
By Austin Messer
Recent research dispels common misconceptions about keeping sensitive data safe.

Healthcare Corner
Survey Says Healthcare Contact Centers = Adventureland
By Kathleen Peterson
Findings from a recent poll of healthcare contact center leaders reveal top challenges.

Inside View
DAT Solutions
By Susan Hash
Award-winning center’s secret sauce: Professional development, caring culture and “Customers for Life” core value.

Leadership Q&A
Q&A with Bob Furniss
By Susan Hash and Bob Furniss
ICMI’s Lifetime Achievement Award recipient discusses a career fueled by passion to help others succeed.

Special Report
Workforce Optimization Survey: Time for the Next Level
By Lori Bocklund
Findings from the 2017 WFO Survey reveal that contact centers often fall short in using technology effectively and driving value.

Tech Line
Measuring Contact Center Effectiveness
By Brian Hinton
Metrics processes and tools—and the associated reporting and analytics—must evolve to account for the center’s exigency to be efficient and effective.

The View from the Saddle
At the Intersection of the Contact Center and the Autism Spectrum
By Paul Stockford
Many autistic millennial workers have the potential to excel in digital communication roles.