May 2018

Mobile Apps for Agents

Contact Center Pipeline Magazine, May 2018
Table of Contents

Feature
Mobile Apps for Agents
By Susan Hash
Provide agents with on-the-go access to tools to better manage their work lives.

Data Security
A 360-Degree Approach to Contact Center Security
By Brian Burke
Scrutinize your contact center from the inside out to safeguard security.

Employee Engagement
Securing Millennial Loyalty with Brand Congruence
By Dianne Durkin
Create a workplace that your employees will want to be a part of.

Idiom Insights
Lost in the Labyrinth: If Information Is Currency, Contact Centers Are Revenue Engines
By Kathleen Peterson
Contact centers are the enterprise fuel and the single source of raw currency and customer intelligence in the digital age.

Inside View
Travelzoo
By Susan Hash
Travelzoo’s customer service goal is 100% customer satisfaction, 100% of the time.

Omnichannel CX
Reaching Millennials Through Authentic Omnichannel Experiences
By Chris Bauserman
Contact center agents need the right context and tools to cater to each individual interaction.

Performance Matters
Why Hiring, Training and Recruiting Is Still A Challenge for Contact Centers
By Erica Marois
Advice for tackling age-old but not insurmountable industry pain points.

Service Quality
5 Essential Tips for Developing a Quality Program
By Benjamin Gertz
Make sure your QA program’s vision and plan support each other.

Service Automation
Simply Automating Isn’t Enough
By John Hibel
4 tips to ensure self-service is your CX ally.

Sponsor Spotlight
Contact Center Ideas & Innovations Tour 2018
By Valerie McSorley
A look at how agent empowerment contributes to happy customers.

Sponsor Spotlight
The Secret Sauce for Increasing Customer Happiness
A Sponsored Article by Fonolo
Key ingredients for making the “secret sauce” that puts customer happiness at the forefront of every business interaction.

Sponsor Spotlight
Delivering a Personalized, Effortless, Connected CX
A Sponsored Article by Upstream Works
Five key strategies to improve customer engagements.

Sponsor Spotlight
Scheduling Resources Through Communication and Collaboration
A Sponsored Article by WFMSG,  Todd Cotharin
Ensuring success in the world of customer support means making omnichannel two-way communication and collaboration foundational in every contact center.

Tech Line
The Death of the RFP?
By Lori Bocklund
Procuring contact center technology? A fresh look at alternative approaches to the formal request for proposal.

The View from the Saddle
Employee Engagement and the Quality Management Renaissance
By Paul Stockford
The old school approach to QM is not going to cut it with millennials.