FROM THE PIPELINE
AGENT
WELLBEING
LINDA HARDEN PUBLISHER , CONTACT CENTER PIPELINE
Finally … February ! My favorite month of the year . It is a month filled with gratitude and appreciation . Contact Center Pipeline certainly does have some big shoes to fill in sharing our gratitude and appreciation . So many people have helped us along this journey . I don ’ t believe we would have ever made it to this point without the help , determination and inspiration from so many people .
Some of the best in this industry have helped us as mentors , colleagues , writers , sponsors , subscribers , staff , and friends . Thank you for all the advice and wisdom you have shared with us .
Thank you for being part of our Pipeline community !
I wish you a very Happy Valentine ’ s Day .
EXCELLENT WELLBEING FOR
EXCEPTIONAL CX
HOW TO DETECT AND ACT ON AGENT ISSUES .
BY FLORIAN GARNIER
FIRST CONTACT RESOLUTION
MOTHER , FCR , AND ACR
WHY FCR SHOULD BE SUPPLEMENTED BY ACTIVE CONTACT RESOLUTION .
BY RIC KOSIBA , PH . D
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Linda Harden Publisher Contact Center Pipeline
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