JULY‘ 26
CONTENTS
FEATURE
What Can Be Done to Prevent Agent Burnout?
COACH’ S CORNER
Average Handle Time vs. Human Time – Part 3
STRATEGY
Why Switch to Proactive from Reactive?
AI AGENTS
Moving AI Agents From Pilot to Production
CONNECTING THE CUSTOMERS
Keeping the Customer Interaction Train on Track
TELECOM EXPENSE MANAGEMENT
Finding( and Cutting) the Hidden Telecom Costs
BUSINESS PROCESS OUTSOURCING
Do Offshore BPOs Have a Future?
CUSTOMER SERVICE
AI and the Future of Customer Service
CONTACT CENTER VALUE
Turning Cost Centers into Growth Centers
RICH COMMUNICATIONS SERVICES
How RCS Helps The Contact Center
CUSTOMER ENGAGEMENT
The Power of Proactive Customer Engagement
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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline. com
EDITOR BRENDAN READ brendan @ contactcenterpipeline. com
ADVISORY BOARD MIKE AOKI, Reflective Keynotes, Inc. JON ARNOLD, J Arnold Associates ELAINE AVERY, Atlantic Union Bank DR. DEBRA BENTSON, NCCCA, Alvaria User Group LORI BOCKLUND, Strategic Contact TIFFANY LAREAU, Human Numbers KATHLEEN M. PETERSON, PowerHouse Consulting, Inc. MICHELE ROWAN, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant
CONTRIBUTING WRITERS |
VINCE BARSOLO |
JEFF FETTES |
JASON FLIGMAN |
SATYA KARTEEK GUDIPATI |
LINDA HARDEN |
TONY LAMA |
REDDY MALLIDI |
AMANDA MCGUCKIN HAGER |
MARK PEREIRA |
BRENDAN READ |
AMBER SAHDEV |
MIKE SAXTON |
JEANNIE WALTERS |
ADVERTISING SALES advertise @ contactcenterpipeline. com 443.909.6951
DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
CHIEF TECHNOLOGY OFFICER, EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
EMAIL info @ contactcenterpipeline. com
PLEASE RECYCLE THIS MAGAZINE. PRINTED IN USA USING PAPER FROM RESPONSIBLY MANAGED FORESTS & RECYCLED PLASTICS.
KPIs
Run Your Contact Center Like a Startup
CHATBOTS
Preventing Chatbot Failure
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PUBLISHING GROUP Inc.
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