July 2020

Preventing Agent Burnout

Table of Contents, July 2020

FEATURE ARTICLE
Preventing Agent Burnout
By Susan Hash
Employees everywhere are at high risk of burnout. Take steps to mitigate stress overload during COVID-19.

TECH CORNER
Buyer’s Guide to Cloud Solutions
By Lori Bocklund
Three key areas that will ensure a successful relationship with your chosen cloud solutions vendor.

IDIOM INSIGHTS
Contact Centers Today… A Management Balancing Act
By Kathleen M. Peterson
Three conditions leaders take on that contribute to a contact center circus atmosphere, minus the fun!

VIEW FROM THE SADDLE
Changes in Contact Center Latitudes, Changes in AI Attitudes
By Paul Stockford
The move to AI implementation will be faster than anyone originally thought.

RECRUITING & HIRING
Tips for Onboarding New-Hires Remotely
By Jessica West
Help new agents feel more connected by recreating the onboarding experience virtually.

SUPERIOR SERVICE
20 Empathy Statements to Show Stressed-out Customers That You Care
By Leslie O’Flahavan
A practical list of empathy expressions to share with your frontline customer service heroes.

INSIDE VIEW
Ian Stokol, CCXP
By Susan Hash
CXPA’s CX Impact Award winner shares his thoughts on the CX discipline and role.

REMOTE WORKING
Three Things Seasoned Work-From-Home Leaders Always Get Right
By Michele Rowan
The secret sauce for making WFH hum for contact center organizations.

DATA SECURITY
Secure at Home: Protecting Ourselves, Our Brand, Business and Customers
By Sangeeta Bhatnagar
Tips for increasing your security awareness to safeguard the customer experience.

PERFORMANCE MATTERS
Coaching During COVID-19: Six Remote-Coaching Tips for Call Centers
By Alan Fine
Going back to the basics can maintain—and improve—agent performance during a crisis.

LEADING THOUGHTS
Cloud-based Communication Tools Key to Maintaining Contact Center Operations
By Al Castle
Cloud-based solutions provide secret ingredient to weathering whatever storm may come to pass.

PIPELINE SPONSOR WALL OF FAME | Human Numbers
Celebrating Our VIP Sponsors
By Tiffany LaReau
In recognition and appreciation to Human Numbers, our July 2020 Wall of Fame Sponsor.

SPONSOR SPOTLIGHT | Moxie
Why the Call Center Was Already Collapsing—Even Before COVID-19
By Nikhil Govindaraj
Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

SPONSOR SPOTLIGHT | CommunityWFM
Redefining the Work Experience
By Todd Cotharin
Workforce management tools help to keep work-from-home agents informed and connected to supervisors and peers.

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