From the Publisher

Welcome to the May issue.

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.

Our May issue of Contact Center Pipeline addresses many of the issues contributing to our experiences and successes.  We look at recent findings and tips for retaining our entry-level staff, defining your strategy in your technology selections, agent engagement, offering your customers personalized services while ensuring their privacy and data security, building successful centralized operations and much more.  A special shout out to Dick Bucci’s article on 2016 acquisitions and his take on how our industry is moving beyond customer care  and into the consumer information business.

Please enjoy our May issue.  As always, your comments and feedback are welcome!

Thank you for your support,
Linda Harden
Contact Center Pipeline
(443) 909-6951