From the Publisher
March 2009…that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to see what I wrote six years ago, and it looked pretty dismal…stuff like foreclosures, budget deficits, job layoffs, shrinking 401k plans…not very happy news. I discussed how all that affected our contact centers. It wasn’t a time for the faint of heart!
Rewards and incentives that will drive higher performance and business results in your multigenerational contact center. Read More
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM