Death, taxes and turnover are the three absolutes of life in the contact center.  The first two we can’t do much about, but the third absolute, personnel turnover, is a problem that is within our grasp to fix, yet the industry doesn’t seem have the wherewithal to do so.

I admit I used to be a trade show junkie.  I loved seeing all the new contact center products in one place and meeting with company executives that I rarely got to see otherwise.  I met with customer service professionals from many different industries and never failed to learn something.  It was time well spent.

For the last two issues of this magazine I’ve harped on about Web 2.0, social media and social networking.  As much as I like that stuff, it’s time to shift gears and talk about an issue that is the polar opposite of a discussion regarding the latest trendy software.  In this issue I’m going to harp on about the contact center industry’s opportunity, and responsibility, to help our veterans get back to work.

Contact Center Pipeline - The View from the Saddle - Paul Stockford - February 2011

The Web 2.0 desktop allows agents to personalize their desktop workspace with widgets and gadgets for increased productivity.

Contact Center Pipeline - The View from the Saddle - Paul Stockford - January 2011

It just wouldn't feel right if I didn't use the occasion of my first column in Pipeline to weigh in on the issues of social media in the contact center.