From the Publisher
What an exciting time to be in the call center industry. There are so many resources available these days to help us with our contact center decisions. At our fingertips are Webinars, training classes, conferences, white papers and surveys. You’ll find lots of information in our November issue, too. We have the results of the Analytics survey and the Staffing survey along with great analysis.
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current issue
NOVEMBER FEATURE ARTICLE
Improving FCR and Customer Experience

Despite the clear impact that first-contact resolution has on the customer experience, most companies find it difficult to measure and manage. A look at the key factors influencing FCR performance and customer experience. more...

NOVEMBER INSIDE VIEW
UITS Support Center

Exceeding expectations is the standard for staff at Indiana University‚Äôs UITS Support Center.  more...

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  • • BCBS of Michigan
  • • Bose
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  • • City of Ft. Worth
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Topics Covered by Contact Center Pipeline:
Monitoring/Coaching Practices MONITORING Contact Center/Call Center Management Training Metrics/Key Performance IndicatorsReporting, 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
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    Direct Commerce Call Center Manager
    Adobe Systems Incorporated
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    Customer Response Unit Site Director
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    Springs Window Fashions
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