June 2017

Blending AI with Human Support

Contact Center Pipeline Magazine, June 2017
Table of Contents

Feature
Blending AI with Human Support
By Susan Hash
Practical applications of AI in the contact center.

Agility Factor
Differentiator Series, Part 5: Selling and Promoting the Contact Center
By Jay Minnucci
Two steps to help key decision-makers understand the value that the contact center delivers to business success.

Collections Strategy
Safeguarding Brand Reputation and Cash Flow in Debt Collection
By Gary Dorman
Each interaction presents an opportunity or risk that can impact revenue recovery and customer relationships.

Idiom Insights
Time Flies When You’re Having Fun
By Kathleen Peterson and Deborah Gefteas
Ideas to liven up the contact center environment and encourage learning.

Industry Outlook
5 Ways to Attract Tech-Savvy Contact Center Workers
By Tadd Wisinski
The war for talent is prompting contact centers to rethink workplace and location strategies.

Leading Thoughts
Preparing for a Growth Event
By Charles Driest
Keep your eye on the POST to help your teams manage change—and thrive.

Learning & Development
Planning for Disaster: 5 Tips for a Bulletproof Virtual Training Plan
By Benjamin Gertz
Don’t let a technical glitch interrupt the learning process.

Performance Matters
Rewarding, Coaching and Goal-Setting
By Brian Burke
Do’s and don’ts for implementing and maintaining a holistic and programmatic approach.

Tech Line
What’s Your Path and Device for Voice Communications?
By Lori Bocklund
Big decisions loom beyond the “cloud vs. premise” debate. Other critical, interlinked decisions focus squarely on voice calls.

The View from the Saddle
Homeward Bound
By Paul Stockford
The at-home agent workforce movement is gaining momentum.