March 2015

Rewarding an Age-Diverse Workforce

Contact Center Pipeline Magazine, March 2015
Table of Contents

Feature
Rewarding an Age-Diverse Workforce
By Susan Hash
Rewards and incentives that will drive higher performance and business results in your multigenerational contact center.

Agility Factor
Some Love for ANI
By Jay Minnucci
If you’re not yet using automatic number identification, you will soon. The benefits are too compelling to ignore.

Author Q&A
Backstage at the Customer Experience
By Kathleen Peterson
A Q&A with PowerHouse Consulting's Kathleen Peterson, author of the recently released book, “Backstage at the Customer Experience.”

Execs in the Know
Meeting Expectations: Corporate Vs. Consumer Views
By Susan McDaniel
Trending and comparing results from the Customer Experience Management Benchmark corporate and consumer surveys provides deeper insights into customer care perceptions and performance.

Forecast Focus
4 Reasons to Remove Forecast Accuracy from Your Performance Evaluations
By Tiffany LaReau
Forecast accuracy alone does not provide enough information to gauge a forecaster’s performance. There are other factors at play.

Industry Outlook
Time to Take a Fresh Look at Agent Compensation
By Dick Bucci
The frontline agent's pay should reflect the importance of the role to the enterprise.

Inside View
Berlin Packaging
By Susan Hash
Engaging employees in a mutual commitment for growth and success.

Leading Thoughts
Proactive Strategies to Manage Change in the Contact Center
By Adam Golden and Andrew Studee
The goal in implementing change should be minimal disruption so that agents can focus on their customers.

Management ROI
Is Email Still a Viable Channel for Your Center?
By Todd Marthaler
Has email been displaced by real-time service methods? Ask your customers about their preferences and expectations.

Performance Matters
Being Your Personal Best as a Contact Center Leader
By Mike Aoki
10 ideas to enhance your leadership skills.

Superior Service
How Video Engagement Can Change the Face of Your Organization
By Jennifer Thomas
Put a face to the voice on the phone. Video creates a strong connection and accountability, and demonstrates that you care.

Tech Line
Know Before You Go: The Path to the Cloud
By Ken Barton
Deciding between cloud and premise-based contact center solutions? Start the evaluation process with full knowledge of the key differentiators.

The View from the Saddle
CEO Tweets and #LadiesUnmentionables
By Paul Stockford
For many CEOs, having a social media presence is a clear case of, "Do as I say, not as I do."