FROM THE PIPELINE
CUSTOMER EXPERIENCE
PAGE 27
LINDA HARDEN PUBLISHER , CONTACT CENTER PIPELINE
“ Ultimately , the strength of your organization will be based on the quality of your people , and how well you train , promote , and treat them .”
-Oded Carmi
FRICTION ISN ’ T THE ENEMY : IT ’ S JUST
MISUNDERSTOOD
HOW FRICTION IN YOUR CUSTOMER INTERACTIONS CAN TURN TO GOLD .
BY ERIC CARRASQUILLA AND MARK SMITH
AGENT RETENTION
PAGE 40
This quote encapsulates the essence of our August issue … it ’ s all about our agents . What kind of training and coaching do we offer ? Are they motivated , encouraged , and recognized ? Do they feel isolated or frustrated ? There are great ideas for managing through change and offering support .
Our agents are the voices of our organizations . Is there a more deserving position in your center that needs our attention and support ?
If you are offering a program for your agents that has helped your organization succeed , please share it with me . I would love to hear from you , linda @ contactcenterpipeline . com .
HIRE AND TRAIN TO RETAIN - PART 1
NEW HIRE TRAINING CAN GO WRONG : OR GO RIGHT .
BY NEAL DLIN
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Linda Harden Publisher Contact Center Pipeline
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