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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

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

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

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

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

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces Employers find themselves in new territory managing workers that never were (and may never be) “on-site.” People Hiring COVID-19 Remote Work Remote Work People

Moving Contact Center Agents Home for the Long-Term

Moving Contact Center Agents Home for the Long-Term A look at the main workstreams affected by the shift home, and best practices for developing a secure model. Operations Workforce Management COVID-19 Remote Work Remote Work Operations

The Four Most Important Skills for Leading Hybrid Teams

The Four Most Important Skills for Leading Hybrid Teams Leading, coaching and managing hybrid teams calls for a conscious change in mindset. People COVID-19 Remote Work Remote Work People

Inside View: PFS

Inside View: PFS Lessons shared from a COVID-19 work-from-home transition success story. Operations COVID-19 Remote Work Remote Work Operations

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers How to sustain high performance in new and unprecedented circumstances. People Performance Management COVID-19 Remote Work Remote Work People

Employee Engagement: 5 Lessons from a Pandemic

Employee Engagement: 5 Lessons from a Pandemic COVID-19 has forced employers to dig deep to deliver the empathy employees deserve. People Workplace Environment COVID-19 Remote Work Remote Work People

How to Make Work Work Again

How to Make Work Work Again The potential for hybrid customer service after COVID-19. Operations COVID-19 Remote Work Remote Work Operations

Tips for Onboarding New-Hires Remotely

Tips for Onboarding New-Hires Remotely Help new employees feel more connected by recreating the onboarding experience virtually. People COVID-19 Remote Work Remote Work People

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers

Secure at Home: Protecting Ourselves, Our Brand, Business and Customers Tips for increasing your security awareness to safeguard the customer experience. Strategy COVID-19 Remote Work Remote Work Strategy

Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers

Coaching During COVID-19: Six Remote-Coaching Tips For Contact Centers Going back to the basics can maintain—and improve—performance during a crisis. People COVID-19 Remote Work Remote Work People

Contact Center Pipeline Current Issue

CURRENT ISSUE: February 2025

Managing Agent Quality Issues

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