From the Editor
I recently came across some notes that I took at a conference session on contact center management challenges. The attendees had been polled in advance about their pain points. The top three challenges that contact center leaders said they struggled with were: getting people to show up for work, senior management’s lack of understanding about factors that impacted service level, and dealing with inconsistencies in monitoring and coaching.
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.
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