October 2016

The Digital Workplace

Contact Center Pipeline Magazine, October 2016
Table of Contents

Feature
The Digital Workplace
By Susan Hash
Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative.

Agility Factor
The Moment of Truth
By Jay Minnucci
Why do customers leave? Understand the realities about the Moment of Truth.

Inside View
Garden City Group
By Susan Hash
Developing an employee-centric culture through training, collaboration and respect.

Performance Matters
The Secret to Training Seasonal Agents
By Mike Aoki
Customers don’t care if they’re speaking with a permanent agent or a seasonal one. 10 tips to ensure a consistent customer experience.

Service Culture
The Front Lines of Culture: Leading from the Contact Center
By Barbara Porter
Can you shape a culture if you’re not the CEO?

Strategic Staffing
Winter Weather: Planning for Safety and Success
By Kevin Walsh
Is your center prepared for a severe weather event? Key considerations to lessen the impact on staff and service.

Tech Line
Reduce Early Turnover with the Latest Tools
By Lori Bocklund
You can improve recruiting, hiring, onboarding and training! Technology tools can launch centers on the fast-track to better, more productive agents.

The View from the Saddle
I, Chatbot
By Paul Stockford
Chatbots are impacting the customer service profession for the betterment of the worker and the customer.