From the Editor
In the “Contact Center Challenges & Priorities Report” released last month, contact center leaders revealed that one of their top priorities for 2016 is to improve training, focusing on the amount, content and/or the quality.
You don’t need an app for that! Savvy businesses are adding live-agent SMS conversations to their customer service channel mix.
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