May 2016

Customer Communities

Contact Center Pipeline Magazine, May 2016
Table of Contents

Feature
Customer Communities
By Susan Hash
Cultivating your own branded community can help to build stronger social relationships that will deliver value for your customers and the business.

Agility Factor
When Dysfunction Strikes
By Jay Minnucci
Dysfunction doesn’t strike more (or less) in contact centers. It is, though, a far more debilitating condition for customer-facing operations. Key choices and actions to respond more effectively.

Execs in the Know
Customer-Driven Priorities
By Susan McDaniel
Customer experience leaders share 20 top priorities for 2016.

Idiom Insights
Advocatus Diaboli and the Metric Mirage
By Kathleen Peterson
Do your metrics misrepresent the reality of your contact center’s performance?

Inside View
Vivint Smart Home
By Susan Hash
Supporting innovation and change with a data-driven, people-focused culture.

Management ROI
Workforce Optimization in the Cloud: Types, Advantages, Adoption
By Kristyn Emenecker
Is cloud-based WFO right for your operation? How to find the solution that best meets your needs.

Special Report
Decrease Attrition Through Training Done Right
By Carla Barker & Stephen Butler
A planned, balanced training approach leads to more consistent service delivery and higher job satisfaction.

Strategic Staffing
It’s Official: Millennials Have Taken Over… Are You Ready?
By Eric Berg
How to successfully create a millennial-friendly workplace.

Tech Line
It’s (Time for) a New Day in Authentication and Routing
By Lori Bocklund
The entry point to the contact center is a make-or-break moment for the customer experience. Leverage new tools and techniques to change those first steps from frustration to fascination.

The View from the Saddle
Contact Center Omnichannel: Wouldn’t It Be Nice?
By Paul Stockford
Blending disparate communications channels into a harmonious experience for customers and contact centers.