November 2017

Growing Leaders

Contact Center Pipeline Magazine, November 2017
Table of Contents

Feature
Growing Leaders
By Susan Hash
Automation brings opportunities for developing the human workforce. Ideas for closing the gap between employees’ learning needs and current L&D methods.

Agility Factor
Consultative WFM
By Jay Minnucci
Strengthen the partnership between the floor and WFM to meet objectives and maintain an engaged workforce.

Association Spotlight
PACE: Changing with the Times
A Sponsored Article by PACE
A lot has changed over the past 30 years, and the Professional Association for Customer Engagement (PACE) has evolved to meet the needs of today’s contact center professionals.

Healthcare Corner
Five Obstacles to Digital Access in Today’s Healthcare Contact Centers
By Kathleen Peterson
The future of healthcare access is digital, but the biggest obstacles are poor processes. A baseline for assessing your digital readiness.

Industry Outlook
Smartphones Rock the Contact Center
By Dick Bucci
Innovative mobile tools that facilitate customer and employee engagement.

Inside View
TeleTech Learning and Performance
By Susan Hash
A look at award-winning and innovative training and development programs that are built, tested and lived in-house.

Leading Thoughts
The Value of Executive Management in Customer Service
By John Teeling
Be accountable to your customers, teams and organization by modeling excellent customer service behaviors.

Service Automation
The ABCs of Robotic Process Automation
By Jenni Palocsik
Interest in automation tools is growing. An introduction to Robotic process automation (RPA) and how it can work for your contact center.

Sponsor Spotlight
Are You Thankful for Your Customer Feedback Tool?
A Sponsored Article by Open Text, Roger Lee
Not all customer feedback tools are created equal. Key considerations to determine whether yours will move the needle on customer experience.

Sponsor Spotlight
UC Device Management Creates Greater ROI
A Sponsored Article by Sennheiser, Brian Brorsbøl
Unified communications has brought new capabilities to the contact center, increasing the flexibility, mobility and functionality of its workers.

Tech Line
Cloud Ushers in “New Rules” for Technology Selection
By Lori Bocklund
Prepare your team to get the most out of a streamlined procurement process.

The View from the Saddle
Contact Center Industry Gets in Step with Veterans and Military Families
By Paul Stockford
A look at two important industry programs that offer employment opportunities and support for both veterans and active-duty military.