Contact Center Agent Retention

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes.

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This month we address many of the issues contributing to our experiences and successes. Take a look:

FEATURE ARTICLES

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.

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.

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

DEPARTMENTS

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

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 M. 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 & Tom Brennan
Lay the foundation for a comprehensive engagement program that is integrated across the employee lifecycle.

THE VIEW FROM THE SADDLE
Communing with Communities
By Paul Stockford
Communities are becoming a key aspect of work life and customer communications.

SPONSOR SPOTLIGHT
Don’t Settle: 4 Things to Ask Before Choosing a Contact Center Provider
By Felipe Rodriguez
Remember, it’s not just about the features they offer.

Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.

Thank you to our May sponsors: CBRE Realty, Customer Contact Strategies, Genesys, Human Numbers, inContact, IntelePeer, InVision, NECCF, PACE Association, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Teleopti, USAN and Verint. They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory.

Subscription Required. Subscribe or Try a complimentary 3-month trial to Pipeline magazine.
(No Credit Card Required For Trial Offer.)

 

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Linda Harden
Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.