From the Editor

Welcome to the June issue.

I always enjoy hearing about contact centers that have strong employee-centric cultures. Last month, I had the privilege to speak with Shelley Knight, VP, Delta Vacations, who discussed some of the things that her center is doing to improve work-life balance for their agents, such as providing agents with a grace period at the start of their shifts so they don’t get dinged for being a few minutes late, and creating a flexible scheduling arrangement that allows agents to self-schedule a certain portion of their work week.

As Knight put it, the management team puts less emphasis on creating policy for policy’s sake and more on determining what works to ensure that both employee and business needs are met. Not surprisingly, Knight is also the recipient of the 2018 Stevie Award for Contact Center Leader of the Year.

You can read more about Delta Vacations’ award-winning Customer Engagement Center in this month’s issue, along with great content from our authors on a variety of topics.

As always, your feedback is welcome!

Susan Hash
Contact Center Pipeline