Contact Professional Issue

May/June 2008
May/June 2008

What do you think about the importance of coaching your team? Do you see any results? There is an overriding theme in this issue on the topic of coaching, and training as well. There are many new ideas and technologies today that accommodate coaching and training, so I hope you enjoy absorbing all of the knowledge imparted here and put it to good use.

Linda Driscoll-Dobel

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Feature
Translating Performance Metrics into Frontline Knowledge
Multi-Dimensional Interaction Analytics

SpecReport
Outsourcing - It's About the Customer Experience
Creating "Super Agents" to Maximize Customer Experience and Increase Brand Loyalty

Columns
  Executive Insight
Coaching is a Cornerstone of a Great Contact Center
  Expert Advice
Help! I Don’t Think Dr. Erlang Loves Me Anymore!
  Profile
Bridging Young and Old
  Trend Watch
Contact Centers Turn SaaS to Train and Develop Customer Service Reps

Departments
  Bottom Line
The World's Most Powerful Focus Group
  Human Capital
Comfort = Productivity
No Strings Attached: The Role of Wireless Headsets in the Contact Center
  Sites & Facilities
Asia-Pacific - Is It Still "Hot"?
  Technology
The High Cost of Poor-Quality Accessories
  Vendor Showcase
What Do You Sound Like?
The Power of Speech Analytics