July 2021

The Hybrid Contact Center

Table of Contents, July 2021

FEATURE ARTICLE
The Hybrid Contact Center
By Susan Hash
Create a supportive culture for the mixed-model work environment.

SPONSOR Q&A
Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture
With Mario Fernandez
Pinoy Data Capture is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve efficiency and reduce costs.

TECH LINE
Getting Your Technology on Track
By Lori Bocklund
Plan to make smart progress, not just fast progress.

IDIOM INSIGHTS
Avid Readers Make Better Leaders
By Kathleen M. Peterson
Reading provides new perspectives and thinking vital for running a contact center.

THE VIEW FROM THE SADDLE
Old and In the Way
By Paul Stockford
Baby boomers and work-from-home contact center models—it’s a win-win situation.

SUPERIOR SERVICE
12 Better Ways to Start a Customer Service Email
By Leslie O’Flahavan
How to write a first-impression sentence that sets the tone for an exceptional email conversation.

INDUSTRY OUTLOOK
From WFO to WEM
By Dick Bucci
What is workforce engagement management and how does it differ from workforce optimization?

CUSTOMER CHANNELS
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless
By Jeff Epstein
Before adopting a solution, make sure you’re confident in its commitment to security and privacy.

COACHING CORNER
Leading with Compassion
By Mark Pereira
Compassionate leaders inspire and engage their team members.

RECRUITING & HIRING
Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
By Kim Houlne
A work-from-home position can be life-changing for an individual with an acute or chronic illness or a disability.

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