November 2016

Supporting Digital Natives

Contact Center Pipeline Magazine, November 2016
Table of Contents

Feature
Supporting Digital Natives
By Susan Hash
Is your contact center prepared to engage with this influential customer segment?

Agility Factor
A Culture of Trust
By Jay Minnucci
Do your agents feel that there is evidence of distrust in your center? Counteract the perception with education and messaging.

Idiom Insights
Food for Thought… Promote Your Contact Center’s Visibility
By Kathleen Peterson
Your contact center’s enterprise identity is linked to how others see you—or DON’T see you.

Industry Outlook
The Current and Future State of the WFM Systems Market
By Dick Bucci
Study findings reveal a shift to center-driven WFM product evolution.

Inside View
Tufts Medical Center
By Susan Hash
Call recording capability improves training process and overall performance.

Leading Thoughts
How to Engage and Empower the New Contact Center Workforce
By Rajeev Venkat
Principles and tools to maximize the strengths of your team.

Service Quality
Tigo’s (Bolivia) Service Quality Initiative
By John Goodman and Ari DeSousa and Carlos Zuniga
Implementing customer satisfaction initiatives in foreign service environments: Do other markets behave the same?

Speech Analytics
Congratulations! You Just Bought Speech Analytics! Now What?
By David Patchen
Seven post-deployment tips to deliver actionable—and ongoing—business intelligence.

Tech Line
Use Technology to Optimize Staff
By Lori Bocklund
Tools that can help with all stages of agent performance optimization.

The View from the Saddle
Your Best Bet? Hire a Vet!
By Paul Stockford
Hiring a veteran is good business—whether you work in the contact center or as a supplier to the industry.