Contact Center Pipeline Magazine

DECEMBER 2023

IDIOM INSIGHTS PAGE 18

16
PIPELINE PUZZLE
TIME IS ON MY SIDE
24
EMPLOYEE EXPERIENCE
FIND SUCCESS BY ENHANCING
EMPLOYEE EXPERIENCE
22
EMPLOYEE ENGAGEMENT BEHIND AN EXCELLENT CX IS A HAPPY CONTACT CENTER
27
AGENT RETENTION HOW BEST TO INVEST IN AGENT RETENTION

STAFFING IN THE AGE OF ANGST

HOW TO ATTRACT AND RETAIN HIGH QUALITY AGENTS IN THIS CHALLENGING ERA .

BY BRENDAN READ , CONTACT CENTER PIPELINE
PAGE 6
ILLUSTRATION PROVIDED BY ADOBE IMAGES
AGENT ATTRITION
THE RETENTION CONNECTION
PAGE 30
TALENT MANAGEMENT
MANAGING TALENT IN THE AGE OF AI
PAGE 39
COMMUNICATIONS SERVICE PROVIDERS
ATTENTION CSPs : CONSUMERS NEED HELP !
PAGE 46
WORKING WITH MACHINES
IS THERE A ROLE FOR PEOPLE ?
PAGE 50