FEATURE

Conversation With the Coach

IDIOM INSIGHTS

The Fine Art of Contact Center Management - Part 2

LEADERSHIP

Delivering Effective Contact Center Management

SPONSOR SPOTLIGHT - NICE

It ’ s Proven - You Really Can Buy Customer Satisfaction

MANAGING CHANGE

The Re-Invention of the Telephone Center

COACHING

Unleash the Power of Your Team !

CUSTOMER EXPERIENCE

Friction Isn ’ t the Enemy : It ’ s Just Misunderstood

AGENT ENGAGEMENT

Attention , Agents !

ANGRY CUSTOMERS

How to Manage Angry Customers

MANAGEMENT

Overcoming Five Contact Center Challenges

AGENT RETENTION

Hire and Train to Retain - Part 1

TRAINING

Turn Training into a Competitive Advantage

MICROLEARNING

Bolstering Training With Microlearning

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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline . com

EDITOR BRENDAN READ brendan @ contactcenterpipeline . com

ADVISORY BOARD MIKE AOKI , Reflective Keynotes , Inc . JON ARNOLD , J Arnold Associates ELAINE AVERY , Atlantic Union Bank DR . DEBRA BENTSON , NCCCA , Alvaria User Group SANGEETA BHATNAGAR , SB Global LORI BOCKLUND , Strategic Contact TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance LAURA SIKORSKI , Independent Consultant

CONTRIBUTING WRITERS ERIC CARRASQUILLA SANGEETA BHATNAGAR STEVE ERICKSON KATHRYN E . JACKSON BRENDAN READ MARK SMITH ERIC WILLIAMSON

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CLIENT SOLUTIONS MANAGER BRANDI O ’ NEIL

JASON CORTEL NEAL DLIN ERIC HARNE TODD LEFKOWITZ KATHLEEN M . PETERSON DINA J . VANCE

CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN

CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS

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