September 2020

Reducing Customer Service Friction

Table of Contents, September 2020

FEATURE ARTICLE
Reducing Customer Service Friction
By Susan Hash
Relieve COVID-related pain points for customers and employees.

TECH CORNER
Buyer’s Guide to Contact Center Technology: Scope and Sourcing
By Lori Bocklund
Five key decisions will put you on the right path.

IDIOM INSIGHTS
Eight “Sizzling” Summer Leadership Tips
By Kathleen M. Peterson
Focus on what you can control: End-of-summer back-burner activities for leading in these unique times.

THE VIEW FROM THE SADDLE
I’ve Looked at Clouds from Both Sides Now
By Paul Stockford
There are no more cloud illusions. COVID-19 has proven the value of the cloud in the customer experience equation.

INDUSTRY OUTLOOK
Contact Center Recruiting: Tap into the Older Workforce
By Dick Bucci
Seniors offer a knowledgeable, empathetic and reliable talent pool for contact centers.

CUSTOMER EXPERIENCE
Seven Ideas to Deliver a Great Customer Experience During a Recession
By Mike Aoki
Focus on customer loyalty and retention to survive—and thrive—during an economic downturn.

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

SUPERIOR SERVICE
In Unusual Times, Replace the Usual Customer Service Phrases
By Leslie O’Flahavan
Standard phrases that agents use can make customers less patient and more emotional right now. Coach your agents to avoid these six phrases.

PERFORMANCE MATTERS
Don’t Start with Training as the Answer
By Rebecca Gibson
Formal training is not the panacea for all performance problems. Know when an alternative approach will yield better results.

DIGITAL STRATEGY
Thinking Differently About Digital in Your Contact Center
By Chris Bauserman
Digital channels are customer-centric, integrating the preferences of your core audience as they evolve in real-time.

REMOTE WORKING
Avoiding Work-at-Home Virtual Shock
By Vicki Brackett
Don’t apply a brick-and-mortar structure to a virtual work-at-home framework. How to reengineer leadership skills for a new contact center environment.

PIPELINE SPONSOR WALL OF FAME | Verint
Celebrating Our VIP Sponsors
By Ryan Hollenbeck
In recognition and appreciation to Verint, our September 2020 Wall of Fame Sponsor.

SPONSOR SPOTLIGHT | Jabra
How to Get the Best Headsets for Amazon Connect
By Jabra
Any USB headset will work with Amazon Connect, but if you want call control, asset management or more advanced features, go for brands with direct integration capability. Our top picks for remote-work or on-premise contact centers.

SPONSOR SPOTLIGHT | CommunityWFM
Rebooting Your Workforce Management Strategy
By Daryl Gonos
The world of workforce management is changing at breakneck speed. Work-from-home models present entirely new challenges and opportunity for workforce managers.

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