From the Publisher
It's February – one of my favorite months. Call me sentimental, but I love the opportunity to tell family, friends and co-workers how much I appreciate them. We can also spread our gratitude to our agents and our customers. Many surveys tell us that employee engagement is at an all time low. Some surveys suggest that our customer satisfaction is at an all time low, as well. (Hmmm…I sense a connection here!)
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current issue
FEBRUARY FEATURE ARTICLE
Create a Branded Service Experience
Companies spend millions each year on marketing and advertising to create specific consumer perceptions and expectations about their brand's personality. Yet, most contact centers undercut those efforts by delivering a generic service experience. Branding experts offer insights on how to create a unique and memorable service experience that is aligned with your company's brand promise.
Subscribe now to Contact Center Pipeline, a cutting-edge
monthly journal focused on the specific needs and challenges of the contact center.
Our advisory board, editor, writers and contributors are known for their unique
understanding of what makes the call center the organization's driving force.
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Customer Spotlight
Laura Burke
The Paisley Group
Megs Suratkal
Director Global Outsourcing & Vendor Management
Acronis Inc
call center publication out there. Not surprising, considering the people that contribute content. Thanks for bringing this team together."
Larry Eiser
Vice President
Call Center Operations
Duke Energy
Robert Hill
Customer Service Manager
Clark Public Utilities
Sallie Drier
Customer Response Unit Site Director
Guardian Insurance
Anthony Gwirtz
Contact Center Executive
AAA MSC
Paul Stockford
President/Chief Analyst
Saddletree Research
Marsha Bailey
Consultant Liaison
Interactive Intelligence
Bill Hartline
Director Customer Service
The Best Experience Company
Springs Window Fashions
Scott Murphy
Contact Center Manager
Employees Retirement System of Texas