April 2020

FEATURE ARTICLE
Upskilling the Contact Center Workforce
By Susan Hash
Why it’s important to plan for your agents’ future in an era of uncertainty.

PIPELINE WALL OF FAME | Kathleen Peterson
Celebrating Our VIP Authors
By Pipeline Wall of Fame
In recognition and appreciation to Kathleen Peterson, Chief Vision Officer, PowerHouse Consulting, our April 2020 Wall of Fame Author.

SPONSOR SPOTLIGHT | VERINT
AI and KM: From Knowledge Management to Knowledge Automation
By Heather Richards
An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

IDIOM INSIGHTS
Hold On, I’m Comin’: What to Do with Callers on Hold
By Kathleen M. Peterson
A look at the current options for putting callers on hold and their effectiveness.

THE VIEW FROM THE SADDLE
On-Trend: At-Home Agents
By Paul Stockford
Work-at-home represents one of the strongest trends in the contact center industry over the past decade. What’s driving it? A Q&A with Michele Rowan.

SPONSOR SPOTLIGHT | BBC TECHNOLOGY SOLUTIONS
Coronavirus = Business Continuity Plan
By Michael Sutter & Roger Lee
Do you have the appropriate technology for your staff to work from home during a disease outbreak?

ECONOMICS VS. HUMANITY
Don't Reduce People to Numbers… or Should You?
By Mike Dershowitz
Numerical assessments are one of the best predictors of success and growth in the contact center.

INSIDE VIEW
Purchasing Power
By Susan Hash
Award-winning team enhances customer loyalty by restructuring the complaints and escalations process.

SPONSOR SPOTLIGHT | JACADA
How to Promote Customer Loyalty in the Age of Complexity
By Jacada
If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

SUPERIOR SERVICE
Differentiate Your Brand Through Proactive Customer Service
By Fara Haron
Effective technology and skilled CSRs complement each other to deliver value to customers and the business.

REMOTE WORKING
Top 5 Mistakes Companies Make with Remote Work
By Michele Rowan
The trends and key learnings that companies have experienced in recent months.

LEADING THOUGHTS
The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture
By Bill Bennett
A coaching culture empowers agents to take ownership of their growth. A model for managers and agents.

DIGITAL TRANSFORMATION
Accomplishing Call Center Transformation with Unified Communications Softphones
By Todd Carothers
Leverage UC softphone capability to add value today and as you plan for the future.

PERFORMANCE MATTERS
Go Beyond Net Promoter Score to Measure Customer Experience Effectively
By Jim Iyoob
Essential metrics to help you understand how customers experience your brand.

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