From the Publisher
The results are in! In November, we conducted a short survey asking about your biggest challenges and top priorities for 2016. In our January issue, Lori Bocklund reports on the results from the survey, as well she shares her assessment of what these results tell us about our contact centers and our market. Don’t miss her analysis by industry and size of center.Read More
Consumers increasingly seek the ease and convenience of digital and social media channels to find basic information.
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