Table of Contents, November 2020

FEATURE ARTICLE
Leading with Empathy
By Susan Hash
Demonstrating understanding, care and compassion for customers and employees.

TECH LINE
Surveys Highlight Contact Center Opportunities
By Lori Bocklund
Insights on resiliency, operations, technology and metrics highlight where we go from here.

HEALTHCARE CORNER
Healthcare Access Centers… Past, Present and Future
By Kathleen M. Peterson
The history and evolution of the Healthcare Access Center provides key learnings for the future of customer care across industries.

THE VIEW FROM THE SADDLE
Davy Crockett, Analytics, and the New Frontier
By Paul Stockford
The new work-from-home contact center is driving industry change at an unprecedented rate.

FORECAST FOCUS
Seven Ways the Pandemic Affected My WFM Role
By Tiffany LaReau
2020 has been a uniquely challenging year. What does it mean for forecasts, schedules and planning?

ANALYTICS MARKET WATCH
Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind
By Scott Bakken
A novel approach to developing agent impact scores based on actual, measurable business outcomes.

HYBRID TEAMS
The Four Most Important Skills for Leading Hybrid Teams
By Afshan Kinder & Mike Aoki
Leading, coaching and managing hybrid teams calls for a conscious change in mindset.

KNOWLEDGE STRATEGY
Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change
By Heather Richards
Infusion of AI enhances knowledge usability while improving speed to value.

MANAGEMENT ROI
What to Do After Migrating Your Contact Center to the Cloud
By Darach Beirne
Best practices to help guide your team through common challenges as they adjust to their new cloud-based solution.

LEADING THOUGHTS
Evolving Challenges Require Evolving Solutions
By Brad Snedeker
Technology essentials to thrive in a new era of customer service.

PIPELINE SPONSOR WALL OF FAME | NICE inContact
Celebrating Our VIP Sponsors
By Pipeline
In recognition and appreciation to NICE inContact, our November 2020 Wall of Fame Sponsor.

SPONSOR SPOTLIGHT | eGain
The New Digital Customer Engagement for the New (Ab)Normal
By eGain
The same old limited digital service capabilities do not cut it in the new environment.

SPONSOR SPOTLIGHT | Khoros
Transform Your Contact Center from an Expense to a Revenue Source
By Khoros
No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well.

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