December 2015

Agent Development

Contact Center Pipeline Magazine, December 2015
Table of Contents

Feature
Agent Development
By Susan Hash
Offering ongoing learning and development opportunities for your frontline staff is vital to the health of your contact center. Strategies to retain and grow your top performers.

Agility Factor
Regifting for 2016
By Jay Minnucci
We’ve reached the end of another year, which means it’s time for Jay Minnucci’s annual look at clearing away the junk practices accumulating in the contact center.

Industry Outlook
Better by the Bundle
By Dick Bucci
The bundling phenomenon now extends to virtually all major products and services. Innovative vendors are offering tightly focused solutions bundles to target specific contact center pain points.

Inside View
Manuel Felix, Listen Up Español
By Susan Hash
A motivated frontline agent shares the secret to his award-winning performance.

Leading Thoughts
Drive Deeper Customer Engagement with Customer Communities
By Rob Howard
Social communities help brands to connect with, listen to and understand their audiences.

Performance Matters
Quality Process Principles for Optimal Performance
By Michael Maffei
Six Sigma, TQM… which quality methodology is right for your center? A review of the key principles of popular quality programs.

Tech Line
The 3 Ms of Implementation: Project, Change and Vendor Management
By Lori Bocklund
Three management factors play a key role in technology implementation success. With good practices around the 3 Ms, you can move faster and more efficiently.

The View from the Saddle
A Kodak Moment in the Contact Center
By Paul Stockford
Kodak Alaris’ AI Foundry delivers artificial intelligence-based solutions for the contact center.