June 2020

COVID-19 Impact: Recalibrating Human & AI Roles

Table of Contents, June 2020

FEATURE ARTICLE
COVID-19 Impact: Recalibrating Human & AI Roles
By Susan Hash
Industry experts share their views of the post-pandemic contact center environment.

PIPELINE WALL OF FAME | Paul Stockford
Celebrating Our VIP Authors
By Pipeline Wall of Fame
In recognition and appreciation to Paul Stockford, Chief Analyst, Saddletree Research, our June 2020 Wall of Fame Author.

IDIOM INSIGHTS
Open the Door… to Possibility!
By Kathleen M. Peterson
Lead with passion and optimism when planning for the “new normal.”

SPONSOR Q&A | MusicWorks
Executive Interview with MusicWorks’ David Sandler
By Linda Harden
The right creativity and proper production can turn the often frustrating on-hold experience into one that drivers customer value and brand equity.

THE VIEW FROM THE SADDLE
Automation: The Contact Center’s Grocer
By Paul Stockford
Automation is a technology that we tend to take for granted, but COVID-19 has put a stark spotlight on AI-enabled virtual agents.

RECRUITING & HIRING
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
By Scott Bakken
In the race to restaff, leverage technology to shorten the hiring period without sacrificing quality of hire.

LEADING THOUGHTS
Maintaining Customer Support in a Crisis
By Chris Richard
Best practices for call center operations in turbulent times.

PERFORMANCE MATTERS
Four Proven Practices to Elevate the Impact of Your Online Training
By Rebecca Gibson
Moving classroom training online requires new tools, new skills and a fresh eye to supercharge your content.

MANAGEMENT ROI
Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value
By Tim Passios
Knowledge management is a top contact center concern, but a tough sell. Enter modern KM solutions, which show exponentially greater ROI than their predecessors.

ANALYTICS & INSIGHTS
Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness
By Brad Snedeker
Analytics can help to quickly identify individual agent knowledge gaps, trends for training and opportunities for kudos.

REMOTE WORKING
Building a Sustainable Strategy for Remote Agents
By Chris Bauserman
The COVID-19 crisis has forced contact center leaders to rethink long-term remote agent strategies.

SUPERIOR SERVICE
DISC Temperaments Under Stress
By Sangeeta Bhatnagar
Awareness of individual communication styles will help you to provide more meaningful support during stressful times.

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