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From the Publisher
It is a very busy time of year in our centers and our personal lives. I hope you’ll find a little time to spend with our Contact Center Pipeline December issue. It’s full of relevant information to lead you into a successful 2014! This month we cover:
  • Managing a Global Workforce
  • Regifting for 2014
  • Customer Experiences

continued...
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ICMI
MarcusEvans
USAN
ICMI
12 Minute Tutor
Enghouse Interactive
BrightPattern
current issue
DECEMBER FEATURE ARTICLE
Managing a Global Workforce

Effective leadership in the global economy requires cross-cultural competencies. Learn how to develop a global mindset.  more...

DECEMBER INSIDE VIEW
DependableIT

A technical service and support team drives staff engagement through leadership support and a culture based on continuous growth.  more...

Join these Pipeline Subscribers:
  • • 21st Century
  • • AAA-California
  • • AAA-Texas
  • • Airlines Reporting Corp
  • • Alberta Motor Assoc
  • • Allianz Life
  • • AMA Insurance
  • • American Home Shield
  • • Amway Global
  • • Assurant
  • • Bancorp Bank
  • • BCBS of Michigan
  • • Bose
  • • CAA SC Ontario
  • • Cap Gemini
  • • Capital One
  • • CharMeck 311
  • • Chevy Chase Bank
  • • Choice Hotels
  • • City of Ft. Worth
  • • Coca-Cola
  • • Comcast
  • • Comerica Bank
  • • Communications Product
  • • Convergys
  • • Deloitte
  • • Delta Dental
  • • DirecTV
  • • Discover
  • • Disney Vacations
  • • Duke Energy
  • • Ernst & Young
  • • FLS Connect
  • • Foresters
  • • FRTIB
  • • Georgia Power
  • • Guardian Life
  • • Healthcare Mgmt. Administrators
  • • Home Depot
  • • Hostopia.com
  • • Hunter Douglas
  • • IBM
  • • ICBC
  • • Improved Performance Solutions
  • • Infinity Insurance
  • • Jitterbug
  • • JM Smucker
  • • Johns Hopkins Medicine
  • • Jones School Supply
  • • JPM Chase
  • • Kellogg Company
  • • Magellan Vacations
  • • Mars
  • • Midas
  • • New Corp
  • • NiSource
  • • NY Life Insurance
  • • Pampered Chef
  • • Pinnacle Health
  • • Primax
  • • Prime Therapeutics
  • • PSECU
  • • Radial Point
  • • Raymond James
  • • SaskTel
  • • Scholastic
  • • Social Security Admin
  • • Springs Window Fashions
  • • Target
  • • TD Canada Trust
  • • T-mobile
  • • Toyota Financial
  • • T. Rowe Price
  • • University of Phoenix
  • • United Parcel Service
  • • Unum Insurance
  • • USAA
  • • Vipnet
  • • Wells Fargo
  • • XM Canada
  • • Yokohama Tire
Topics Covered by Contact Center Pipeline:
Monitoring/Coaching Practices • MONITORING • Contact Center/Call Center Management • Training • Metrics/Key Performance Indicators• Reporting, Scorecards, Analytics • HIRING/RETENTION • Workforce Management • Process Improvements • Customer Experience Management • Multichannel Strategy/Technology • Customer Surveys • Employee/Customer Engagement, Satisfaction • LEADERSHIP • contact center • multichannel • customer contact • call center • customer experience • CEM
Subscribe now to Contact Center Pipeline, a cutting-edge monthly journal focused on the specific needs and challenges of the contact center. Our advisory board, editor, writers and contributors are known for their unique understanding of what makes the call center the organization's driving force.
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Extending Workforce Management From the Contact Center into Back-office Operations
Customer Spotlight
  • SATMAP "Another power-packed issue. How terrfic that you keep coming up with timely, relevant, well-written articles that are thought-leading pacesetters within our industry."

    Allen Kurzman
    Director, Business Development & Media Relations
    SATMAP
  • Adobe "Great magazine and great articles. "

    Aubrey Williams – North America Sales
    Direct Commerce Call Center Manager
    Adobe Systems Incorporated
  • The Paisley Group "Your publication has become one of my primary sources for learning about how others are solving the problems we all seem to share."

    Dan Wallis
    Director – KP ONCall
  • The Paisley Group "Thank You for a great publication that I absorb from beginning to end."

    Laura Burke
    The Paisley Group
  • Acronis "Many Congratulations Linda and to your team for a fabulous 2 years. I really enjoy reading your issues - amazing content and very educative."

    Megs Suratkal
    Director Global Outsourcing & Vendor Management
    Acronis Inc
  • Duke Energy "Quickly becoming the best
    call center publication out there. Not surprising, considering the people that contribute content. Thanks for bringing this team together."

    Larry Eiser
    Vice President
    Call Center Operations
    Duke Energy
  • Clark Utilities"Great information from industry professionals that I trust."

    Robert Hill
    Customer Service Manager
    Clark Public Utilities
  • Guardian Insurance"I look forward to my issue of CCP each month. The articles pertain to issues I face and I find it very helpful and insightful."

    Sallie Drier
    Customer Response Unit Site Director
    Guardian Insurance
  • AAA MSC"Easy to read, great information. I'm able to use something from each issue."

    Anthony Gwirtz
    Contact Center Executive
    AAA MSC
  • Saddletree Research"CC Pipeline is like an owner's manual for contact center professionals."

    Paul Stockford
    President/Chief Analyst
    Saddletree Research
  • Interactive Intelligence"Very well done publication! I have enjoyed getting this perspective. Information regarding market trends is helpful."

    Marsha Bailey
    Consultant Liaison
    Interactive Intelligence
  • The Best Experience Company"I do enjoy reading CCP. There is always at least one article that I find that includes something new. I would recommend your publication to others."

    Bill Hartline
    Director Customer Service
    The Best Experience Company
    Springs Window Fashions
  • Employees Retirement System of Texas"I wanted to share how much I enjoy Contact Center Pipeline and look forward to receiving it each month. It is nice to receive a hard-copy magazine that I can take with me and read during my small spurts of spare time. Keep up the great work!"

    Scott Murphy
    Contact Center Manager
    Employees Retirement System of Texas

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