April 2023

Is Work From Home the New Normal?

Table of Contents, April 2023

FEATURE ARTICLE
Is Work From Home the New Normal?
By Brendan Read
COVID-19 sent workers (like agents) home, but will they stay there?

AUTHOR WALL OF FAME
Leslie O'Flahavan
By Contact Center Pipeline
In recognition and appreciation to Leslie O'Flahavan, E-WRITE, our April 2023 Wall of Fame Author.

IDIOM INSIGHTS
Take Charge…
By Kathleen M. Peterson
Promote your Contact Center’s Value and Visibility.

TECHNOLOGY
How to Drive Employee and Customer Happiness
By Derek Adams
Digital adoption platforms can satisfy both ends of the contact center line.

CUSTOMER EXPERIENCE
How to Win the Hearts of Gen Z
By Sheila Morin
Tailored experiences meet their different mindset, expectations.

TALENT
Going Home for Talent
By Michelle Crotty
Providing remote work is a necessity, not an option.

CONTRACT WORK
Are Gig Economy Workers the Next Agents?
By Callan Schebella
Why and how best to attract gig workers for your contact center.

GIG WORKING
Understanding GigCX
By Brendan Read
GigCX promises scalable excellent service but how does it work?

FUTURE OF WORK
Exploring the Future of Work
By Jonathan Shroyer
Why hybrid/remote including gig working is becoming the new norm.

ADVICE AND TIPS
12 Tips to WFH Success
By Dan Smitley
Here’s how to make working from home less daunting.

SUPPORT
Transforming the Support CX with Video
By Rama Sreenivasan
How these tools enable effective support from agents at home.

WORKING FROM HOME
Delivering Awesome Customer Experiences–Even From Home
By Michael Lawder
WFH can provide excellent CX when done effectively.

KNOWLEDGE MANAGEMENT
Unlocking the Call Center Possibilities With KMS
By Mark Pereira
Why a knowledge management system is key to efficiency and growth.