February 2015

New-Hire Retention

Contact Center Pipeline Magazine, February 2015
Table of Contents

Feature
New-Hire Retention
By Susan Hash
Do a high percentage of your new agents leave within months of being hired? Practical points for retaining new talent through the critical first year.

Agility Factor
To NPS or Not NPS
By Jay Minnucci
What is the value that Net Promoter Score provides? Jay Minnucci offers a break-down analysis by segments of the NPS system and the ways in which it’s used in the center.

Home Working
Laying the Foundation of Your At-Home Program
By Eric Berg
While an at-home contact center program is essentially virtual, the process for planning it is much like building a house. Five things to consider during new program construction.

Inside View
Cross Country Home Services
By Susan Hash
An innovative leadership development program provides emerging leaders with a holistic view of the customer experience.

Performance Matters
Training: The Times, They Are A’Changing
By Carol Leaman
Brain science research has identified cognitive strategies to improve knowledge retention and learning engagement. A look at how new developments can improve your training approach.

Speech Analytics
Be Mindful of Marketing
By Scott Bakken
Speech analytics produces a treasure trove of business intelligence. When marketing shares in the data bounty, everybody wins.

Tech Line
It’s About Time: Overcoming Resource Constraints to Deliver Technology Value
By Lori Bocklund
There is no lack of options to support contact center technology—it’s about defining and funding the ones that fit best.

The View from the Saddle
The Cloud Contact Center and the Monster Under the Bed
By Paul Stockford
As the cloud becomes a defining force for contact centers, it is important to keep the data security issue in perspective.