From the Editor
Hello, left-brainers! April is research month at Pipeline. We have a special issue for those of you who enjoy reading about industry-related survey findings, observations and statistics.
Advice from top customer care and support center leaders on how to engage and retain part-time agents. 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