“What a difference a month makes…” Well, that’s what I thought I would be saying this month as we release the May issue. That’s clearly no longer the case. Many of our centers are still in the midst of a full-blown struggle to keep up with higher customer contacts, and the coronavirus pandemic continues to spread to new areas. The crisis is leaving many customers and employees feeling quite frustrated as we all adapt to this new reality.
In this month’s issue, you will find a full-complement of crisis management resources from some of the industry’s top experts, addressing customer empathy, preparedness plans, moving forward, the “new” contact center, supporting your team in a crisis, and more information that you may find helpful.
These are not easy times, but we will continue to move forward with new creative strategies and practices. Enjoy the issue. Stay safe.
-Linda
For additional COVID-19 contact center resources, visit www.contactcenterpipeline.com/COVID-19-Resources
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Contact Center Pipeline May 2020
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FEATURE
Caring for Customers During a Pandemic
By Susan Hash
The COVID-19 crisis is reshaping the consumer mindset. How to retain trust and loyalty for the post-pandemic world.
TECH LINE
A New Era Calls for a New Level of Resiliency
By Lori Bocklund
It’s time for a more comprehensive preparedness plan that extends beyond traditional BC/DR.
HEALTHCARE CONTACT CENTERS
Healthcare Contact Centers: Readiness ROI and What’s Next
By Kathleen M. Peterson
Don’t ignore the lessons learned from COVID-19. Give readiness and state-of-the-art investment a place in ROI calculations.
THE VIEW FROM THE SADDLE
COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope
By Paul Stockford
Things are not going to be the same as they were before when we finally emerge from this crisis. Embrace the lessons learned.
SOCIAL CUSTOMER CARE
How to Write a Five-Star Response to One-Star Rating or Poor Review
By Leslie O’Flahavan
A gracious response may help to win over an unhappy customer and demonstrate that you’re listening and that you care.
EXECUTIVE INSIGHTS
After the Pandemic: How to Bring Back the Contact Center
By Toby Parrish
An executive’s first-hand account of leading through the COVID-19 crisis.
INDUSTRY OUTLOOK
Important Trends in Workforce Management Technology
By Dick Bucci
Six underlying trends that are evolving the traditional view of WFM.
OMNICHANNEL CX
The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy
By Scott Lindsay
Your digital channels should convey the same personal values that your contact center agents do.
LEADING THOUGHTS
The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology?
By Sangeeta Bhatnagar
How to support your team—and yourself—in the current demanding environment.
OUTSOURCING TOOLKIT
Outbound Call Centers: Finding Right Mix of Tools, Processes and People
By Steven Ashley
A balanced approach delivers cost-effective service and better results.
REMOTE WORKING
Working From Home—A Growing Necessity
By Gwen Foster Oglesby
What was once viewed as a privilege is now an essential contact center model. Competencies and practical tips for success.
PIPELINE WALL OF FAME | LogMeIn
Celebrating Our VIP Sponsors
In recognition and appreciation to LogMeIn, our May 2020 Wall of Fame Sponsor.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
SPONSOR SPOTLIGHT | CallShaper
Cloud-Based Dialer Checklist
By CallShaper
Make sure that you know what to ask for when evaluating a new dialing system. A useful checklist of features to look for.
SPONSOR SPOTLIGHT | Verint
Helping Organizations Adapt and Respond to the COVID-19 Pandemic
By Verint
Educational webinars to help you leverage your current investments to adapt and respond to the COVID-19 crisis and continue to meet your customers’ needs.
Thank you to our May sponsors: 2Ring America, Bold 360 by LogMeIn, CallShaper, ContactPoint360, Customer Contact Strategies, Genesys, Human Numbers, Incite Group, NICE inContact, Panviva, PowerHouse Consulting, Service Agility, Strategic Contact, Stream Realty, TASKE Technology, TaskUs and Verint.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!
