Contact Center Pipeline

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success How to maintain high professional standards when interacting via video.

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years.

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce.

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

Embracing Agility in the Contact Center

Embracing Agility in the Contact Center Ideas to enable agile thinking in your people and culture.

The Times They Are a-Changin’

The Times They Are a-Changin’ Once the pandemic is behind us, will contact centers try to slip back into “the way it’s always been done”?

Strike While the Iron Is Hot

Strike While the Iron Is Hot Seize the opportunity to make a case for proper funding of your contact center.

Biden Administration Impact on Contact Centers

Biden Administration Impact on Contact Centers A new administration brings legal and regulatory changes. What are some of the potential effects on our industry?

Managing Emotional Labor in the Contact Center

Managing Emotional Labor in the Contact Center Are your agents “surface acting” their way toward emotional exhaustion and burnout?

COVID-Era Phone Fraud Demands Omnichannel Response

COVID-Era Phone Fraud Demands Omnichannel Response In a time of vast call volumes, how can contact centers balance efficiency and security?

Planning a Safe Return to Work

Planning a Safe Return to Work Many employers want to protect their workers by mandating vaccines. How to address employees’ fear and concerns.

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

Artificial Intelligence—The Post-Pandemic Contact Center Superhero AI-enabled intelligent automation is here to save the day by transforming customer and employee experiences across industries.

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model.

Equipping the Enterprise for the AI-Powered Human Agent Era

Equipping the Enterprise for the AI-Powered Human Agent Era Resolve situational whiplash in your center. Use agent assistive technology to surface information, provide alerts and automate processes.

Turning Disruption into Opportunity

Turning Disruption into Opportunity Apply the adaptability and flexibility lessons learned in 2020 to give your organization an edge for long-term success.

Three Ways to Make Your Customers Happy with a Digital-First Strategy

Three Ways to Make Your Customers Happy with a Digital-First Strategy How to get started on your digital transformation. Lessons from top brands for delivering digital care.

Can You Say Con-tin-gen-cy?

Can You Say Con-tin-gen-cy? It’s time to start planning for the next major catastrophic event.

Managing Through COVID-19

Managing Through COVID-19 Our 2020 roundup of top tips, tools and tech for contact centers.

Goodbye 2020… Lessons Learned

Goodbye 2020… Lessons Learned Observations on leadership, technology readiness and supporting WFH agents.

The Rocket Man and a Watershed Year

The Rocket Man and a Watershed Year A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry.

Legal and Regulatory Developments in 2020—and What to Expect in 2021

Legal and Regulatory Developments in 2020—and What to Expect in 2021 An overview of some of the significant legal developments that took place in 2020, and what to anticipate in 2021.

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents Arm your agents with an effective defense against increasing fraud attempts and threat of social engineering.

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces Employers find themselves in new territory managing workers that never were (and may never be) “on-site.”

Unexpected Lessons from the 2020 Contact Center

Unexpected Lessons from the 2020 Contact Center Going into an unpredictable 2021, plan on advancing the core competencies that have buoyed your organization thus far.

How to Make Remote Training Work for New-Hires

How to Make Remote Training Work for New-Hires 10 strategies and tools to deliver efficient and effective virtual training.

Top Seven Call Center Software Requirements for the “Now Normal”

Top Seven Call Center Software Requirements for the “Now Normal” What to look for to ensure that your communication solution can navigate the changes that are sure to come.

Moving Contact Center Agents Home for the Long-Term

Moving Contact Center Agents Home for the Long-Term A look at the main workstreams affected by the shift home, and best practices for developing a secure model.

The New Digital Customer Engagement for the New (Ab)Normal

The New Digital Customer Engagement for the New (Ab)Normal A Sponsored Article by eGain

Seven Ways the Pandemic Affected My WFM Role

Seven Ways the Pandemic Affected My WFM Role 2020 has been a uniquely challenging year. What does it mean for forecasts, schedules and planning?

The Four Most Important Skills for Leading Hybrid Teams

The Four Most Important Skills for Leading Hybrid Teams Leading, coaching and managing hybrid teams calls for a conscious change in mindset.

Customer Service Team Appreciation in 2020

Customer Service Team Appreciation in 2020 Customer care leaders weigh in on celebrating Customer Service Week in the Year of COVID.

Woe Is Me… How About You?

Woe Is Me… How About You? Three areas where you can lighten the load—for yourself and others in the contact center.

Inside View: PFS

Inside View: PFS Lessons shared from a COVID-19 work-from-home transition success story.

How to Retain and Engage Your Best Agents

How to Retain and Engage Your Best Agents Consciously create engagement through your leadership decisions. Six ideas to create a great place to work.

Leadership Insights: Rising Above COVID Challenges

Leadership Insights: Rising Above COVID Challenges Contact center leaders share their thoughts about recent challenges, lessons learned and success stories from the crisis.

Coming Back Home… to the Office

Coming Back Home… to the Office Guidelines to make the return to the brick-and-mortar contact center a success.

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond

Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond Transform customer service into a revenue-driver and a valuable function within the marketing organization.

Recruiting for the Contact Center of the Future

Recruiting for the Contact Center of the Future Pivoting to meet a transformed world.

The New World for Contact Centers May Be Where We Were Already Headed

The New World for Contact Centers May Be Where We Were Already Headed Many of the shifts made to adjust to our new normal are changes that have long been discussed as necessary.

In Unusual Times, Replace the Usual Customer Service Phrases

In Unusual Times, Replace the Usual Customer Service Phrases The standard phrases that agents use can make customers less patient and more emotional right now. Six phrases to avoid.

How to Apply Predictive Analytics to Post-COVID Recovery

How to Apply Predictive Analytics to Post-COVID Recovery An expert Q&A on leveraging predictive analytics to guide decision-making amid changing conditions.

Agile CX 201—Practical Applications

Agile CX 201—Practical Applications More contact centers are primed to graduate to analytics and AI solutions.

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers How to sustain high performance in new and unprecedented circumstances.

Employee Engagement: 5 Lessons from a Pandemic

Employee Engagement: 5 Lessons from a Pandemic COVID-19 has forced employers to dig deep to deliver the empathy employees deserve.

How to Make Work Work Again

How to Make Work Work Again The potential for hybrid customer service after COVID-19.

Preventing Agent Burnout

Preventing Agent Burnout Take steps to mitigate stress overload during COVID-19.

Changes in Contact Center Latitudes, Changes in AI Attitudes

Changes in Contact Center Latitudes, Changes in AI Attitudes The move to AI implementation will be faster than anyone originally thought.

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