April 2015

Nurturing Part-Time Staff

Contact Center Pipeline Magazine, April 2015
Table of Contents

Feature
Nurturing Part-Time Staff
By Susan Hash
Advice from top customer care and support center leaders on how to engage and retain part-time agents.

Agility Factor
Top-Performer Modeling
By Jay Minnucci
Identify the characteristics that make your top performers successful to use in recruiting and selecting new agents.

Customer Experience
What Is Your Customer-Centric DNA?
By Janet LeBlanc
How well has your organization progressed along the journey toward customer experience maturity? Highlights from a recent survey on customer-centricity.

Home Working
Top 3 Failure Points for Work at Home
By Michele Rowan
Now that contact center home working is moving into the mainstream, patterns of failure points are emerging. How to minimize or avoid negative outcomes in your home-working program.

Idiom Insights
A Stitch in Time… Saves Nine
By Kathleen Peterson
Inability to make decisions and take action will negatively impact the contact on many levels. How to alleviate fear and procrastination—and take a stitch in time to save nine.

Industry Outlook
Drive Effective Multichannel Customer Care Through Focus
By Cynthia Grimm
Recent research has found that the customer care experience is neither as “omni” or as effective as many believe. Findings from the “CX Act 2015 Study of Omnichannel Customer Care.”

Inside View
NCR Silver
By Susan Hash
A look at NCR Silver’s transformation of a startup help desk into a high-performing customer care operation.

Leading Thoughts
Contact Center and CRM Synergies
By Annette Miesbach
How to make CRM and contact center integration into a win-win for your customers and your organization.

Management ROI
Approaching Multichannel
By Adrian Bethell
Common expectations and misconceptions about multichannel, the pitfalls to avoid and strategies for success.

Special Report
Contact Center Training
By Susan Hash
Key insights and practical pointers for contact centers from the industry’s top training experts, along with the findings from our recent training poll.

Tech Line
How to Hit a Moving Target
By Lori Bocklund
How do you build a strategic plan when each day brings a new direction from leadership or a new challenge from external forces or internally driven change? Plan with an eye on agility and responsiveness.

The View from the Saddle
Hip to Be Squared
By Paul Stockford
Cloud-based collaboration tools like Cisco’s Project Squared (now Cisco Spark) can provide valuable expertise to frontline agents.