September 2015

Training Agents for Social Customer Care

Contact Center Pipeline Magazine, September 2015
Table of Contents

Feature
Training Agents for Social Customer Care
By Susan Hash
Guidelines for putting together a social customer service training program for your contact center.

Agility Factor
Speech Rec…or Speech Wreck?
By Jay Minnucci
“Press or say” vs. natural language—which is right for your contact center?

Execs in the Know
Leading with Heart
By Susan McDaniel
How culture and vision engergize the SolarCity experience.

Idiom Insights
The Hurrier I Go, the Behinder I Get
By Kathleen Peterson
If quality is the outcome we’re after, hurry has no place in the plan.

Inside View
UPMC Health Plan
By Susan Hash
A multiple award-winning health insurance contact center strives to provide a concierge-level customer experience on every call.

Leading Thoughts
Digital Disruption Transforming Customer and Employee Interaction
By Dave Capuano
Every organization needs to take a hard look at being more mobile, social, connected and automated across the enterprise.

Management ROI
Redefining Knowledge Management
By Bob Furniss
Knowledge management is not hard, but it is complex. To get started, take it one bite at a time.

Outsourcing Toolkit
Outsourcing Toolkit Is Outsourcing Right for You?
By Eric Berg
Selecting a contact center outsourcing firm is not like buying a commodity. A simple guide to help you pick the right partner to meet your customers’ needs and exceed your expectations.

Tech Line
Assisted Service Is Alive and Well…
By Lori Bocklund and Brian Hinton
When customers need the human touch, technology enablers can help to ensure successful interactions.

The View from the Saddle
Roy, Gene, Dan and Me
By Paul Stockford
The B-Western movie heroes’ Cowboy Code emphasized principles that still have value in today’s organizations.