March 2017

Elements of a High-Performing Culture

Contact Center Pipeline Magazine, March 2017
Table of Contents

Feature
Elements of a High-Performing Culture
By Susan Hash
New insights on how to create an environment that inspires great work.

Agent Disengagement
Examining the Myths and Costs of Agent Disengagement, Part 2
By John Goodman
What really causes agent disengagement? How can centers keep agents engaged for better ROI?

Agility Factor
Differentiator Series, Part 2: Valuing the Agent
By Jay Minnucci
The best organizations send a clear message that agents are a valued asset.

Healthcare Corner
The Value of Healthcare Contact Centers: What Executives Need to Know
By Kathleen Peterson
A primer designed to offer executives tactical understanding of the healthcare contact center.

Inside View
MONI Smart Security
By Susan Hash
Transforming the customer experience through measurement, action and employee engagement.

Learning & Development
Training Vs. Coaching: Which Is Better?
By Benjamin Gertz
Training and coaching are two different approaches, but people often use the words—and the tactics—interchangeably. 4 tips to choosing the right strategy for your agents.

Performance Matters
Create a Sales Incentive Program in 3 Easy Steps
By Mike Aoki
Ideas to motivate the right behaviors to help your agents hit customer-focused sales goals.

Special Report
The 5 Pillars of Customer Centricity
By Janet LeBlanc
Highlights from the 2016 North American Study on Customer Centricity.

Tech Line
The Customer Journey in the Land of the Smartphone
By Lori Bocklund
The smartphone is becoming the ubiquitous and predominant tool for both self-service and assisted service. Join us on a compelling adventure that every contact center should plan for right now.

The View from the Saddle
Let the Games Begin!
By Paul Stockford
Gamification is a solution whose time has come in the contact center.