January 2021

Moving Forward: What Will 2021 Bring for Contact Centers?

Table of Contents, January 2021

FEATURE ARTICLE
Moving Forward: What Will 2021 Bring for Contact Centers?
By Susan Hash
Contact Center Pipeline’s Advisory Board shares solid advice to take into the new year.

SPECIAL REPORT
Contact Center Challenges and Priorities for 2021: A Year Like No Other
By Lori Bocklund
Findings from our sixth annual survey reveal the need for agility going forward.

IDIOM INSIGHTS
Get the Ball Rolling… 2021 Here We Come!
By Kathleen M. Peterson
Now is an opportune time to evaluate the contact center’s current state.

THE VIEW FROM THE SADDLE
Can You Say Con-tin-gen-cy?
By Paul Stockford
It’s time for contact centers to start planning for the next major catastrophic event.

SUPERIOR SERVICE
Seven Contact Center New Year’s Resolutions for 2021
By Mike Aoki
Achievable goals that will pay off in improved employee engagement and customer service.

INSIDE VIEW
Michael Lawder, Chief Experience Officer, ASAPP
By Susan Hash
A long-time customer care practitioner and frontline agent advocate weighs in on AI-powered tech to improve EX and CX.

DIGITAL STRATEGY
Three Steps to Acing AI-Human Interactions
By Eduardo Olvera
AI is now part of many brand interactions, but that doesn’t mean those interactions are successful.

PERFORMANCE MATTERS
Invest in Your Human Capital
By Mark Pereira
Engaged employees are your company’s greatest asset. Tips to get the maximum return on your investment.

LEADING THOUGHTS
Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry
By Jim Rembach
Don’t undermine leadership skills development by failing to remove the obstacles in your learning journey.

SPONSOR SPOTLIGHT
8x8 and Aryaka: Bringing the World Closer, Together
By 8x8
Introducing your power team to enhance cloud communications and contact center performance across SD-WAN.


 

To download the full issue [PDF], please login or subscribe.