March 2016

Contact Center Skills and Compensation Trends

Contact Center Pipeline Magazine, March 2016
Table of Contents

Feature
Contact Center Skills and Compensation Trends
By Susan Hash
Contact centers are in the midst of significant strategic and technological changes that will have a lasting impact on its workforce. A look at the evolving environment’s impact on roles, skill sets and compensation.

Agility Factor
The Profession of Contact Center Management
By Jay Minnucci
Raising the image of our profession will serve to lift the opportunities for everyone who has found their way to our industry.

Idiom Insights
Moment of Truth
By Kathleen Peterson
Moment of Truth situations typically arise because alternative channels have failed to resolve the matter for the customer. Are your agents prepared to handle these “experience opportunities”?

Inside View
Cassidy Klundt, Sitel
By Susan Hash
A passion for helping people grow inspires director’s personal career journey.

Leading Thoughts
Are You Managing Change or Is Change Managing You?
By Eric Taillefer
As leaders, we need to be the ones recognizing the need for change and promoting it in our workplace. Key steps and actions to drive change in your organization.

Management ROI
Why WFO Makes Sense for SMB Contact Centers
By Patrick Russell
Customer experience and efficiency gains are key reasons most SMBs go the WFO route.

Performance Matters
How to Deliver Engaging Customer Experiences, Part 2: Transform New-Hire Onboarding
By Bill Stavros
Low-cost techniques to use during onboarding to quickly, socially and culturally integrate new-hires into your contact center.

Tech Line
Contact Center Technology in a Changing Market
By Brian Hinton
In the latest attempt to describe the communications ecosystem, the buzz is all about “convergence” of UC and CC. A look at the latest trends and what they mean.

The View from the Saddle
The Game Is Afoot!
By Paul Stockford
Contact center gamification in the post-Sherlockian era.