From the Publisher
The Contact Center Pipeline May issue reflects the moving parts and pieces of our daily contact center management tasks. This month we discuss service strategy, customer experience, employee engagement, service level objectives and more...
Ideas for getting buy-in from above, within and beyond the 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