Contact Center Pipeline Column
Hip To Be Squared: Cloud-based Collaboration Tools Can Provide Valuable Expertise To Frontline AgentsWritten by Paul Stockford
Military members and veterans turn to the veteran agents at Navy 311 for help and answers. It's November once again, and, chances are, you are reading this column somewhere around Veteran's Day, which is the national holiday we celebrate on November 11th in honor of those who have served our country in the armed forces.
Sometimes even the simplest of acts in the contact center creates an instant hero. As we grow older, and more skeptical, finding heroes becomes a bit more difficult. Despite Gene and Roy's sparkling white teeth, crisply fringed white shirts, and polished boots with fancy tops, I eventually learned that most cowboys aren't like Gene and Roy after all.
I admit I used to be a trade show junkie. I loved seeing all the new contact center products in one place and meeting with company executives that I rarely got to see otherwise. I met with customer service professionals from many different industries and never failed to learn something. It was time well spent.
For the last two issues of this magazine I’ve harped on about Web 2.0, social media and social networking. As much as I like that stuff, it’s time to shift gears and talk about an issue that is the polar opposite of a discussion regarding the latest trendy software. In this issue I’m going to harp on about the contact center industry’s opportunity, and responsibility, to help our veterans get back to work.