June 2018 Contact Center Pipeline / Jun 2018 / Issues Refining the Hiring Process Contact Center Pipeline Magazine, June 2018Table of Contents FeatureRefining the Hiring ProcessBy Susan HashHow to identify the best-fit candidates for your contact center.Association SpotlightNECCF - Creating a Culture of Service SuccessBy Michael PaceA sneak peek at the NECCF’s annual Conference and Expo keynote and event.Employee EngagementInvesting in Your Agents for the Long TermBy Tamara SchroerIdeas to improve agent retention.Idiom InsightsLost in the Labyrinth: C-Level to Cube-Level… Making the LinkBy Kathleen PetersonBreaking down the walls of the service labyrinth can only happen at the senior executive level.Industry OutlookContact Centers and the Debate over Personal PrivacyBy Dick BucciAt what point does collecting and sharing personal information intrude on an individual’s privacy? A look at U.S. privacy laws, the GDPR and implications for contact centers.Inside ViewDelta Vacations’ Customer Engagement CenterBy Susan HashAn employee-focused culture benefits customers and the business.Performance MattersUnhappy Agents? How to Reduce TurnoverBy Pam Hynes7 tactics to build an agent-first contact center environment.Sponsor SpotlightWhy It's Time for Your Company to Embrace OmnichannelA Sponsored Article by PanvivaAccuracy and consistency across channels must come from one single source of truth.Sponsor SpotlightWhat to Look for in a Secure HeadsetA Sponsored Article by SennheiserKey factors to keep in mind when selecting office headsets for secure environments.Strategic StaffingThe Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience SuccessBy Kat WormanNew tools and insights provide additional visibility to better hone forecasts.Tech LineThe Case for Technology in an Understaffed WorldBy Lori BocklundTake a fresh look at opportunities to leverage technology in your center.The View from the SaddleRemembering Greg SherryBy Paul StockfordA tribute to an industry veteran—an influence for good who inspired many. Subscribers Download Article [PDF] Contact Center Pipeline INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALS Contact Center Pipeline Magazine is published monthly, with in-depth articles, first-hand research, and forward-thinking perspectives that you won’t find anywhere else. Our proven subject-matter experts uncover the latest trends, actionable insights, and inspiration for you and your team. Put Contact Center Pipeline's insight behind your contact center decisions. Blog | Twitter | LinkedIn | CCP Linkedin Group Next Article Remembering Greg Sherry