May 2017

Agent Retention

Contact Center Pipeline Magazine, May 2017
Table of Contents

Feature
Agent Retention
By Susan Hash
Contact center are still grappling with the age-old challenge of retaining entry-level staff. A look at recent findings and tips for closing the revolving door.

Agent Disengagement
Examining the Myths and Costs of Agent Disengagement, Part 3
By John Goodman
Strategies for getting CFO investment in boosting agent engagement.

Agility Factor
Differentiator Series Part 4: Nailing Priorities
By Jay Minnucci
To get the most out of your initiatives, the right sequence matters. How to hone your prioritization skills.

Data Security
The Personalized Service and Data Security Dilemma
By Marije Gould
How do you continue to offer your customers the personalized services they have come to expect, while also helping to ensure their privacy and data security?

Healthcare Corner
Centralized Scheduling: Turning Challenges into Triumphs
By Kathleen Peterson
Seven essential tracks for building a successful centralized operation.

Industry Outlook
2016 Was a Busy Year for WFO Restructurings
By Dick Bucci
Where do we go from here? Contact centers are evolving beyond simply providing customer care.

Inside View
TCL North America
By Susan Hash
Agent empowerment is the secret to a great customer service turnaround story.

Management ROI
Need to Improve Your CX? Chatbots Should Be on Your Radar
By Marilyn Saulnier
Chatbots can increase contact center efficiency and free agents to focus on complex interactions.

Strategic Staffing
Employee Engagement Starts Way Before You Even Make a Hire
By Kim Shepherd and Tom Brennan
Lay the foundation for a comprehensive engagement program that is integrated across the employee lifecycle.

Tech Line
Strategy First in Technology Selection
By Brian Hinton
Anchor your decision-making process in defined strategy, requirements and selection criteria.

The View from the Saddle
Communing with Communities
By Paul Stockford
Communities are becoming a key aspect of work life and customer communications.