September 2019

Contact Center Executive Outlook on 2020 and Beyond

Table of Contents, September 2019

FEATURE ARTICLE
Contact Center Executive Outlook on 2020 and Beyond
By Susan Hash Industry leaders share their insights on the trends that will impact customer care and contact center management.

TECH LINE
Virtual Assistants Can Be Your Agents’ Best Friends
By Lori Bocklund
Agent-facing bots can provide a healing balm for the knowledge- and task-related “pain points” of the frontline job.

IDIOM INSIGHTS
Customer Experience… Mystery, Myth, Mission or Magic?
By Kathleen M. Peterson
The fact that the customer experience is difficult to define and explain gives it an unfortunate kind of mystery. To deliver on it requires clarity, first and foremost.

THE VIEW FROM THE SADDLE
Eight Days a Week: The Always-On Contact Center
By Paul Stockford
Rising customer expectations are forcing organizations to adopt a 24/7 customer service model.

INSIDE VIEW
Costa Del Mar
By Susan Hash
A fast-growing brand delivers a unified vision of service by staying grounded in its homegrown culture.

SERVICE QUALITY
The Latest Trends in Quality Assurance
By Mike Aoki
How has QA evolved for today’s empowered, engaged, customer-focused contact center world? Two industry experts weigh in.

SPEECH ANALYTICS
KISS Method: “Keep It Simple with Speech”
By Scott Bakken
Most contact centers don’t need a lot of fancy (and expensive) bells-and-whistles to accomplish their goals. How to find the speech tool that best matches your needs and maximizes the business value of your results.

CUSTOMER EXPERIENCE
Who Owns the Customer Experience?
By Janet LeBlanc
The conscious design of a CX governance operating framework is critical to the longevity of your CX program.

LEADING THOUGHTS
How Embracing Digital Customer Service Can Create Brand Advocates
By Chris Bauserman
Positive interactions and exceptional service can build online momentum and brand loyalty.

MANAGEMENT ROI
Three Ways to Boost ROI from Tech Investment
By Steven Ashley
Leverage people, process and technology to improve business outcomes and enhance the customer experience.

SPONSOR SPOTLIGHT | Jacada
Making Employee Experience a Priority in a Customer-Centric World
By Scott Merritt
Four tips to help you make 2020 “The Year of the Agent.”

SPONSOR SPOTLIGHT | Panviva
What, Exactly, Makes for Great CX?
By Stephen Pappas
How to deliver the three elements of great customer experience: Knowledge, time savings and consideration for the customer’s style of interaction.

SPONSOR Q&A | Intradiem
Executive Interview with Matt McConnell, CEO of Intradiem
By Matt McConnell
Intradiem has been serving the contact center industry for almost 25 years. CEO Matt McConnell shares his insights on priorities, goals and how his company delivers savings and ROI for its customers every day.

SPONSOR Q&A | Incite Group
Q&A with the Customer Service Summit’s Jasmine Kees
By Jasmine Kees
The lead organizer for Incite Group’s 9th Annual Customer Service Summit discusses the event, the industry and how the two have evolved.

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