What a busy time of year! The month of June always brings many activities, like graduations, weddings, dance and band recitals… great celebratory events. And, it is a busy time of year in our centers. Many of us are starting to gaze upon our yearly budget process, gearing up to hire for seasonal workers and dealing with more time off for vacations and travel. I hope in the midst of your hectic month, you’ll include time to read our June issue. It is packed full of timely articles about staffing, engagement, turnover, hiring, retention and more. Please enjoy.
FEATURE ARTICLE
Refining the Hiring Process
By Susan Hash
How to identify the best-fit candidates for your contact center.
EMPLOYEE ENGAGEMENT
Investing in Your Agents for the Long Term
By Tamara Schroer
Ideas to improve agent retention.
IDIOM INSIGHTS
Lost in the Labyrinth: C-Level to Cube-Level… Making the Link
By Kathleen M. Peterson
Breaking down the walls of the service labyrinth can only happen at the senior executive level.
INDUSTRY OUTLOOK
Contact Centers and the Debate over Personal Privacy
By Dick Bucci
At 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 VIEW
Delta Vacations’ Customer Engagement Center
By Susan Hash
An employee-focused culture benefits customers and the business.
PERFORMANCE MATTERS
Unhappy Agents? How to Reduce Turnover
By Pam Hynes
7 tactics to build an agent-first contact center environment.
STRATEGIC STAFFING
The Value in Accuracy: How to Create the Right Forecast to Drive Customer Experience Success
By Kat Worman
New tools and insights provide additional visibility to better hone forecasts.
TECH LINE
The Case for Technology in an Understaffed World
By Lori Bocklund
Take a fresh look at opportunities to leverage technology in your center.
THE VIEW FROM THE SADDLE
Remembering Greg Sherry
By Paul Stockford
A tribute to an industry veteran—an influence for good who inspired many.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
ASSOCIATION SPOTLIGHT
NECCF—Creating a Culture of Service Success
By Michael Pace
A sneak peek at the NECCF’s annual Conference and Expo keynote and event.
SPONSOR SPOTLIGHT
Why It’s Time for Your Company to Embrace Omnichannel
By Stephen Pappas
Accuracy and consistency across channels must come from one single source of truth.
SPONSOR SPOTLIGHT
What to Look for in a Secure Headset
By Sennheiser
Key factors to keep in mind when selecting office headsets for secure environments.
Thank you to our June sponsors: Calabrio, Contact Center Nation, Customer Contact Strategies, Human Numbers, ICMI Events, inContact, Lessonly, NECCF, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact, Upstream Works, Verint and WFMSG.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!
