July 2018 Contact Center Pipeline / Jul 2018 / Issues Contact Center Executive Outlook on Employee Engagement Contact Center Pipeline Magazine, July 2018Table of ContentsFeatureContact Center Executive Outlook on Employee EngagementBy Susan HashIndustry leaders share their insights on the impact of agent engagement and how to improve it in your operation.Agility FactorSurvey ErosionBy Jay MinnucciThe value of customer satisfaction survey data has been eroding over the past few years leading to a deadly situation in which contact center leaders presume that all is well when the opposite is really the case.Customer ExperienceHow Customer Experience Can Drive Topline and Bottomline GrowthBy Chris BausermanConsumers are basing their buying decisions on meaningful and engaging experiences.Employee EngagementThe Evolution of Employee Engagement in the Contact CenterBy Brian BurkeChallenges and recommendations for building meaningful engagement strategies.Idiom InsightsLost in the Labyrinth: Visionary or Radical?By Kathleen M. PetersonA visionary recognizes the inefficiencies and management issues. It takes a radical to really do something about it.Inside ViewAdriana Thompson, BuildASign.comBy Susan HashICMI’s 2018 Contact Center Supervisor of the Year shares insights on how to be a caring leader.Special Report2018 Contact Center Technology Survey Reveals Critical NeedsBy Lori BocklundIt has been six years since we reached out to contact center professionals to take stock of their technology views. An analysis of the results of our 2018 Contact Center Technology Survey.Sponsor SpotlightContact Centers: The Secret to Business IntelligenceA Sponsored Article by TelaxHow shifting contact center analytics can lead to stronger business intelligence.Strategic StaffingNow Entering the Workforce: Rethinking Jobs for Gen ZBy Michal ClementsGen Z are digital natives, but their values and motivations differ from millennials.Tech LineImagining the Possibilities with AIBy Lori BocklundAn AI primer with ideas to help with early stage planning. Subscribers Download Article [PDF] Contact Center Pipeline INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALS Contact Center Pipeline Magazine is published monthly, with in-depth articles, first-hand research, and forward-thinking perspectives that you won’t find anywhere else. Our proven subject-matter experts uncover the latest trends, actionable insights, and inspiration for you and your team. Put Contact Center Pipeline's insight behind your contact center decisions. Blog | Twitter | LinkedIn | CCP Linkedin Group Next Article Contact Centers: The Secret to Business Intelligence