Video: Thought Leaders Tell All #6
Empowering contact center excellence for 30 years!

Video: Thought Leaders Tell All #6

At ACCE 2013, several contact center industry leaders took part in 15 minute panel discussions.  Every Monday for the next few weeks, we'll bring you video footage from each of the panels.

In this sixth panel, ICMI's Content Director, Sarah Stealey Reed, moderates a discussion with Jackie Rousseau-Anderson of JP Power and Associates, Ann Sung Ruckstuhl of LiveOps, Kevin Hegebarth of HireIQ Solutions, Matthew Achak of First Call Resolution, and Jack Latzer of LogiCALL Smart Path.

Watch and learn as they discuss handling interruptions in the call center, hiring in the age of social media, emerging channels, and the importance of the agent.

Check back next Monday for panel #7.



Topics: Social Media, Strategy & Planning, Learning & Development

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
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A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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