November 2019

The Making of a Contact Center Superagent

Table of Contents, November 2019

FEATURE ARTICLE
The Making of a Contact Center Superagent
By Susan Hash
From humble beginnings to extraordinary CX abilities, the agent’s role is transforming.

TECH LINE
Everybody Has Data, But What Are You Doing With It?
By Lori Bocklund
It’s time to get more out of data.

IDIOM INSIGHTS
Take a Bow… Receive a Round of Applause!
By Kathleen M. Peterson
Praise as a strategy offers an easy, cost-free path to agent engagement and high-impact outcomes.

SPONSOR SPOTLIGHT | Jacada
Are Your Self-Service Channels Your Customers’ Last Option?
By Jacada
Self-service 2.0: How to turbocharge your digital strategy.

SPONSOR SPOTLIGHT | Intradiem
Workforce Automation: The Strategic Savings Solution
By Matt McConnell
Workforce automation is transforming the contact center industry and driving unmatched savings in the process.

THE VIEW FROM THE SADDLE
True Confessions
By Paul Stockford
The trials, tribulations, agony, ecstasy and irony of 20 years as an independent analyst.

SPONSOR SPOTLIGHT | Sennheiser
Why Exceptional Design Is Essential—and Yet so Difficult to Achieve
By Sennheiser
Intuitive, natural, effortless—successful design must anticipate the user experience.

ECONOMICS VS. HUMANITY
America's Top 200 CEOs Want You to Fight for Your Agents
By Mike Dershowitz
CEOs agree that companies must invest more in their employees. Three action items to get started in the contact center

DATA SECURITY
Balancing Customer Experience with Fraud Prevention in the Contact Center
By Christina Luttrell
Consumers want the best of both worlds. How to deliver a secure and seamless experience.

INSIDE VIEW
Elaine Avery, Atlantic Union Bank
By Susan Hash
A creative twist on panel interviews streamlines the hiring process and identifies best-fit candidates.

LEADING THOUGHTS
Innovation: What’s the Right Amount for your Contact Center?
By Crystal Collier & Matt Tomlinson
The Innovation Tolerance Model can help to assess organizational readiness for driving CX change.

ARTIFICIAL INTELLIGENCE
How AI Can Make the Holidays Bright
By Kelly Koelliker
3 ways new technologies can help contact centers meet seasonal challenges.

CUSTOMER EXPERIENCE
7 Steps to Superior CX
By Stephen Pappas
Customer experience is an evolution. Improving it requires continuous feedback and refinement.

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