From the Editor
If you have been a long-time reader of Pipeline, you may have noticed a strong focus on employee engagement throughout the years. There’s a reason for that: Engaged employees are the most critical element that contributes to an organization’s success.
Does your current hiring approach predict which candidates will thrive in a contact center role and which will fail? Tips, tools and techniques for smarter hiring.
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM