October 2015

Quality Monitoring

Contact Center Pipeline Magazine, October 2015
Table of Contents

Feature
Quality Monitoring
By Susan Hash
Is your QM program evolving to meet the needs of a fast-changing contact center environment? Industry experts offer best practices and advice for a customer-centric approach.

Agility Factor
Coaching: The Radical Next Steps
By Jay Minnucci
Treating every agent the same diminishes coaching value. Improve frontline performance with a new approach to allocating your coaching time.

Employee Engagement
Don’t Settle for Engaged Employees—Empower Them
By Janet LeBlanc
Give your staff greater purpose, motivation and support to deliver the best possible customer experience.

Inside View
HomeServe USA
By Susan Hash
A culture of engagement and customer-centric core values drives world-class service delivery.

Leading Thoughts
Agent Development and QA: Working in Tandem
By Elias Diamantopoulos
Align your agent recruiting, development and QA processes to drive customer service excellence.

Performance Matters
Principles of an Effective Reward and Recognition Program
By Malcolm Angell
Best practices for maximizing the benefits for both employees and the business.

Superior Service
Social Media Customer Care
By Jim Iyoob
Social media customer care is no longer an option in the business world. How to launch a successful program in your contact center.

Tech Line
State of the Industry: Tools in the WFO Suite
By Lori Bocklund
How does workforce optimization technology align with buyers’ and users’ expectations? An overview of today’s WFO suites and happenings in the market.

The View from the Saddle
The Endless Summer
By Paul Stockford
Innovative ideas, provocative products and nonstop industry activity dominated summer 2015.