FROM THE PIPELINE
GOVERNMENT CUSTOMER SERVICE
LINDA HARDEN PUBLISHER, CONTACT CENTER PIPELINE
Over the years, we have had the privilege of sharing the pages of Contact Center Pipeline with so many industry leaders with generous spirits, who are wonderful mentors and friends.
This month, in honor of her retirement, I would like to share my appreciation for one of the best, Kathleen Peterson. We are so grateful to her for imparting her vision and wisdom month after month in her Idiom Insights column. Since November 2019, she has shared insights into what our contact centers could be, how to treat our customers and employees with the respect they deserve, and how to elevate our effectiveness and take our“ seat at the table.”
Kathleen, our very best wishes for a wonderful retirement. Thank you for your commitment through the years, giving us your best contact center advice.
It is“ Over and Out” for now, but I wish for a small piece of your next chapter in whatever form that takes! Please see Kathleen’ s last Idiom Insights article this month, in which she rounds out her greatest advice for our centers, drawn from her immense expertise gained throughout her career.
All the best,
IF / WHEN CUTS HIT THE CALL CENTER...
POTENTIAL IMPACTS OF THE TRUMP ADMINISTRATION’ S COST REDUCTIONS.
BY JESSICA PETRIE AND JIM KATZMAN
CALL INTENT
DECODING CUSTOMER DESIRES
HOW CALL INTENT ENABLES EXCEPTIONAL CXs.
BY JOE O’ BRIEN
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Linda Harden Publisher Contact Center Pipeline
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