FEATURE

Staffing in the Age of Angst

PIPELINE PUZZLE

Time Is on My Side

IDIOM INSIGHTS

Staying on the Same Wavelength

EMPLOYEE ENGAGEMENT

Behind An Excellent CX is a Happy Contact Center

EMPLOYEE EXPERIENCE

Find Success by Enhancing Employee Experience

AGENT RETENTION

How Best to Invest in Agent Retention

AGENT ATTRITION

The Retention Connection

COACH ’ S CORNER

Tapping Into Staffing Alternatives

TALENT MANAGEMENT

Managing Talent in the Age of AI

BPO

The Seven Habits of Highly Effective Outsourcing Providers

COMMUNICATIONS SERVICE PROVIDERS

Attention CSPs : Consumers Need Help !

WORKING WITH MACHINES

Is There a Role For People ?

CUSTOMER RETENTION

How Exceptional Service Drives Business Success

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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

CONTRIBUTING WRITERS GREGG ANTENEN TIFFANY KAMINSKY TRICIA MANNING PER OTTOSSON KATHLEEN M . PETERSON MICHELLE RANDALL DAN SMITLEY

ROD BROWNRIDGE SHIELA MIE LEGASPI SHARON OATWAY MARK PEREIRA PREETI RAINA BRENDAN READ

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CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS

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LEGISLATION AND REGULATIONS

Spain ’ s Groundbreaking Customer Service Law

VENDOR ROUNDTABLE

How Contact Centers Can Have Available Quality Agents - Part 2

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