March 2014 Expert Opinion offers fresh and provocative ideas from a diverse group of experts. These contributed columns gives readers the chance to tap into the vast knowledge and expertise of – not just 1to1 Media experts – but also analysts, practitioners, vendors, and academics.

Surviving the Snow: A Contact Center Mitigation Plan To assess the risks of a severe weather situation, begin by analyzing the potential impact that they may have on the contact center’s performance. Here are some of the main points to consider when drawing up your snow day plans.

Three Gamification Tactics That Can Be a Win for Contact Centers How can contact center managers better engage employees? One way is by making a game of learning and solving customer problems. Here are three ways contact centers can use gamification principles to improve performance.

Customer Experience and the “Unconscious Mind” Only 5 percent of customers’ decisions are based on conscious rational thought. This is why understanding how they think is today’s most definitive competitive edge.

Social Media 3.0: Keys to Fostering the Customer Journey Companies must go from merely “listening” to social data to truly leveraging it into a source of actionable intelligence that ultimately creates customers and advocates.

The CCO: Human Duct Tape to Connect the Silos Separate organizational silo standards inhibit executive leadership’s ability to comprehend and manage their company’s total situation with customers. It's the CCO's job to fix these broken experiences.

Big Data | Big Data: Yesterday’s News, in More Ways Than One It's likely that your business has historical sales data, but it's about using all the data you can lay your hands on, not just your own.