From the Editor
Late last month, we launched a new, but familiar resource: the Contact Center Pipeline Blog. Our longtime readers will recognize some of the voices from our flagship publication, as well as the practical, instructional content that has established Pipeline as the industry’s premiere publication.
Do a high percentage of your new agents leave within months of being hired? Practical points for retaining new talent through the critical first year. 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