Contact Center Pipeline

COVID-19 Topics:

Customer Retention

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges. People Hiring Turnover Technology Omnichannel COVID-19 Agent Motivation Remote Work Operations Case Studies

Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year. Operations Workforce Management Strategy People Technology Staffing COVID-19 Remote Work Remote Work Strategy

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions. Operations Workforce Management Strategy Technology Workforce Optimization Artificial Intelligence COVID-19 Remote Work Remote Work Operations

Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success How to maintain high professional standards when interacting via video. Strategy COVID-19 Remote Work Remote Work Operations Strategy

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years. Technology Artificial Intelligence COVID-19 Remote Work Remote Work Operations Technology

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation

Reinforcing Your Work-From-Home Team's Cybersecurity Foundation Lay the groundwork for a security-conscious remote workforce. Technology Data Security COVID-19 Remote Work Remote Work Operations People Technology

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have. Technology Workforce Optimization COVID-19 Remote Work Agent Motivation Remote Work Technology

Embracing Agility in the Contact Center

Embracing Agility in the Contact Center Ideas to enable agile thinking in your people and culture. People Culture COVID-19

The Times They Are a-Changin’

The Times They Are a-Changin’ Once the pandemic is behind us, will contact centers try to slip back into “the way it’s always been done”? Operations Workforce Management COVID-19 Remote Work Remote Work Operations

Strike While the Iron Is Hot

Strike While the Iron Is Hot Seize the opportunity to make a case for proper funding of your contact center. Strategy Visibility COVID-19

Biden Administration Impact on Contact Centers

Biden Administration Impact on Contact Centers A new administration brings legal and regulatory changes. What are some of the potential effects on our industry? Operations COVID-19

Managing Emotional Labor in the Contact Center

Managing Emotional Labor in the Contact Center Are your agents “surface acting” their way toward emotional exhaustion and burnout? People COVID-19 Agent Motivation Remote Work People

COVID-Era Phone Fraud Demands Omnichannel Response

COVID-Era Phone Fraud Demands Omnichannel Response In a time of vast call volumes, how can contact centers balance efficiency and security? Technology Omnichannel Data Security COVID-19 Remote Work Technology

Planning a Safe Return to Work

Planning a Safe Return to Work Many employers want to protect their workers by mandating vaccines. How to address employees’ fear and concerns. Strategy Culture COVID-19

Artificial Intelligence—The Post-Pandemic Contact Center Superhero

Artificial Intelligence—The Post-Pandemic Contact Center Superhero AI-enabled intelligent automation is here to save the day by transforming customer and employee experiences across industries. Technology Artificial Intelligence COVID-19

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges

Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model. Strategy Industry Research COVID-19 Remote Work Remote Work Strategy

Equipping the Enterprise for the AI-Powered Human Agent Era

Equipping the Enterprise for the AI-Powered Human Agent Era Resolve situational whiplash in your center. Use agent assistive technology to surface information, provide alerts and automate processes. Technology Assisted Service Artificial Intelligence COVID-19

Turning Disruption into Opportunity

Turning Disruption into Opportunity Apply the adaptability and flexibility lessons learned in 2020 to give your organization an edge for long-term success. Technology Omnichannel Artificial Intelligence COVID-19 Remote Work Remote Work Technology

Three Ways to Make Your Customers Happy with a Digital-First Strategy

Three Ways to Make Your Customers Happy with a Digital-First Strategy How to get started on your digital transformation. Lessons from top brands for delivering digital care. Technology Artificial Intelligence COVID-19

Can You Say Con-tin-gen-cy?

Can You Say Con-tin-gen-cy? It’s time to start planning for the next major catastrophic event. Operations Contingency Planning COVID-19 Remote Work Remote Work Operations

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