Contact Center Pipeline Magazine: Inside Our August 2020 Issue

FROM THE AUGUST 2020 ISSUE

Contact Center Pipeline August Issue 2020
Challenges and Priorities Survey

It’s summertime here in Annapolis, Md. It wasn’t that long ago that we talked of vacations, pool time and kids going back to school as our summer days were drawing to a close. Fast Forward to August 2020, and we are talking about state travel restrictions, how we are going to manage work and our kids’ virtual learning schedules while our corporate and contact center staff are working remotely. Our life challenges have ramped up in a very short time.

This is where Contact Center Pipeline can help. We have knowledgeable industry professionals who contribute to our magazine each month, and share their insights and expertise to help our centers get through troubled times. Please enjoy this issue and also feel free to visit our website and browse for more information.


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Contact Center Pipeline August 2020

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FEATURE
How to Apply Predictive Analytics to Post-Covid Recovery
By Susan Hash
An expert Q&A on leveraging predictive analytics to guide contact center decision-making amid changing conditions.

PIPELINE AUTHOR WALL OF FAME | Mike Aoki
Celebrating Our VIP Authors
In recognition and appreciation to Mike Aoki, our August 2020 Wall of Fame Author.

IDIOM INSIGHTS
Score with Rapport!
By Kathleen M. Peterson
Connection, mutual understanding and trust are the cornerstones of rapport—the basis for strategic communication.

THE VIEW FROM THE SADDLE
Agile CX 201—Practical Applications
By Paul Stockford
More contact centers are primed to graduate to analytics and AI solutions.

INDUSTRY OUTLOOK
Change Your Work-at-Home Model to Fit Your Agents’ Needs
By Ted Nardin & Brian Kearney
Findings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.

INSIDE VIEW
Sweetwater
By Susan Hash
From humble beginnings to a leading online retailer, Sweetwater Founder and CEO Chuck Surack’s “do the right thing” philosophy has never wavered.

PERFORMANCE MATTERS
Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers
By Sonya Buckley
How to sustain high performance in new and unprecedented circumstances.

ARTIFICIAL INTELLIGENCE
How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise
By Jen Snell
Leveraging IVAs for self-service is just the tip of the iceberg. Combining IVAs with automation to surface customer needs and activate organizational response is the real game-changer.

LEADING THOUGHTS
Employee Engagement: 5 Lessons from a Pandemic
By Candace Sheitelman
COVID-19 has forced employers to dig deep to deliver the empathy employees deserve.

HYBRID TEAMS
How to Make Work Work Again
By Kim Houlne
The potential for hybrid customer service after COVID-19.

LEARNING & DEVELOPMENT
The Importance of Soft Skills Training Beyond the Pandemic
By Monti Becker Kelly
Brands must invest the time and resources if they hope to leverage CX as a competitive driver to increase the bottom line.

EMPLOYEE ENGAGEMENT
Happy Employees Don’t Just Happen
By Deb Boelkes
How to create happy employees, and why it’s even more vital now.


Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.


Thank you to our August sponsors: 2Ring America, Ballena Media, Bold 360 by LogMeIn, Calabrio, CallShaper, CommunityWFM, ContactPoint 360,Customer Contact Strategies, Empirix, Human Numbers, Incite Group, Moxie, MusicWorks, NICE inContact, Nuance, PowerHouse Consulting, Service Agility, Strategic Contact, TASKE Technology, TaskUs and Verint.

They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!