5 Hot Contact Center Trends

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This month we address may of the issues contributing to running a top-notch center. Take a look:


5 Hot #Trends Impacting Contact Centers
By Susan Hash
From AI to millennials, these topics should be on every leader’s radar.

Technology Worth Following
By Jay Minnucci
To get the most from the best technology, you have to be ready for it when the time is right. A look at three applications that belong on your watch list.

Building a Resilient Contact Center
By Lori Bocklund
Don’t take the resiliency of your technology for granted. Intentionally seek, implement and manage solutions to achieve your goals.


Is Your CX Program Ready for the Digital Age?
By Tim Whiting
Digital is fast becoming the primary way business gets done. What does it mean for voice of the customer (VoC) initiatives?

Complacency: Danger in the Comfort Zone
By Kathleen M. Peterson
The self-satisfied often reside in their very own “comfort zone.” Fight complacency by challenging yourself and those around you.

Automation Generation
By Dick Bucci
Automation in the contact center and back office will continue to proliferate. View it as a communications and process option, not a total solution.

Kristine Hartkopf, Freeman
By Susan Hash
An award-winning manager turns lessons into leadership practices.

Is Standing to Work a Game Changer for Contact Centers?
By Timothy Pottorff
Sit-to-stand workstations are becoming the norm in office environments. Are they a viable option for your center?

Preparing Contact Center Operations to Respond Quickly
By Brian Burke
Embrace flexibility and respond quickly to deliver results when business and client needs change.

5 Ways to Take Control of Your Customer Experience
By Mike Leyva
Strategies to include for a holistic approach to CX management.

Hello, Hal! Artificial Intelligence in the Contact Center
By Paul Stockford
The industry has been captivated by AI, but it’s important to maintain a realistic perspective.

Don’t Equate Silence with Satisfaction
By Steven C. Pollema
As a small or medium-sized business, it’s easy to get complacent—but there’s no excuse not to create good customer experiences.

Attributes of an Effective Modern UC Headset
By Brian Borsbøl
Effective audio solutions enhance modern office environments and maximize the benefits of collaborative workspaces.

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Linda Harden
Linda Harden is President and Publisher of the monthly contact center management journal, Contact Center Pipeline. Our passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help run an effective and efficient operation.