June 2016

Upgrade the Self-Service Experience

Contact Center Pipeline Magazine, June 2016
Table of Contents

Feature
Upgrade the Self-Service Experience
By Susan Hash
Customers increasingly turn first to self-service to answer questions or solve problems. Trends, innovations and tactics for giving customers what they value most: Time.

Agility Factor
5 Ways to Improve Engagement
By Jay Minnucci
Universities, consultants, authors and experts all have a lot to say about employee engagement. The most useful insights, though, come from the source.

Employee Engagement
Creating the New Agent Experience
By Amas Tenumah
Why do prisoners have more freedom than contact center employees? Unshackle customer-facing employees from outdated and unproductive rules that diminish them.

Inside View
Ciena Corporation
By Susan Hash
An innovative “inside-out/outside-in” initiative aligns internal measures with customers' perceptions of performance.

Leading Thoughts
How to Tackle Attrition in the Contact Center
By Todd Marthaler
Investing in your team members goes a long way toward building long-term loyalty. Four key deliverables that you owe your agents and the business in 2016.

Learning & Development
9 Keys to Picking the Best Training Solution
By Carol Leaman
Employee knowledge solutions can improve the effectiveness of your training.

Management ROI
Staying Ahead of the Minimum Wage Curve
By Tadd Wisinski and Sam Weatherby
State-by-state changes to minimum wage standards could play a major role in contact center location decisions.

Performance Matters
How to Deliver Engaging Customer Experiences, Part 3: Process Improvement
By Bill Stavros
Lessons from Donald Trump, Pedro Martinez, Harry Houdini and others.

Speech Analytics
The Agent Attrition Mission
By Scott Bakken and Chris Lawson
A look at how speech analytics can help you to retain agents and boost profits.

Tech Line
How to Get a Lot (of Technology) for a Little (Center)
By Lori Bocklund
Today’s technology solutions offer capabilities and innovations for the small contact center.

The View from the Saddle
Remembering Art Rosenberg: That “No Quit” Attitude
By Paul Stockford
In the contact center industry, Art Rosenberg was the real deal—a visionary who embodied cowboy ethics.