Contact Center Pipeline Magazine: Inside Our November 2020 Issue

FROM THE NOVEMBER 2020 ISSUE

Leading with Empathy, November 2020 Feature
Challenges and Priorities Survey

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records. That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID.

Fortunately, we are seeing our voting number also climbing higher. 94 million people so far have cast their ballots. I am very encouraged to see so many participating in one of our most important rights as citizens.

Lastly, we are also seeing our “2021 Contact Center Challenges & Priorities Survey” participation climbing. Lots of people are sharing their opinions about the state of our industry as we navigate our way toward 2021. Don’t be left out. Take the survey today and make your voice heard.

These are busy times. Stay safe, wear your mask, vote… and take our survey! Lots to do!


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Contact Center Pipeline November 2020

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FEATURE
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.

SPONSOR SPOTLIGHT | eGain
The New Digital Customer Engagement for the New (Ab)Normal
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
No matter the brand, customer service needs to be a priority. Here’s how to make it a revenue source as well.

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

Thank you to our November sponsors: Amazon Web Services
Amazon Web Services, 2Ring America, Bold 360 by LogMeIn, Calabrio, CallShaper, Centrical, CommunityWFM, Customer Contact Strategies, eGain, Empirix, Fair Trade Outsourcing, Human Numbers, Incite Group, Jabra, Khoros, LANtelligence, MusicWorks, NICE inContact, Panviva, PowerHouse Consulting, ROI-DNA, Salesforce, Service Agility, Strategic Contact, TASKE Technology and Verint.

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