It’s the start of a brand-new year. What’s happening in the near future for contact centers? What should we keep an eye on in the next 12 months? We asked 17 industry experts to share their thoughts.
From the Publisher
Know what I love about celebrating a new year? It gives us a chance for a "do over.” There are not too many times in life we get that opportunity. The unfinished project, the training initiative, the opportunity to make a difference... you now have the gift of time to make these things happen. Make the most of it! Read More
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