Contact Center Pipeline Magazine: Inside Our May 2021 Issue


Contact centers continue to dramatically change as we are forced to rethink and radically change how we do business. We cover many issues this month supporting these changes. As many organizations continue to support remote workers, you won’t want to miss our feature article on cybersecurity. With all of our changes, Kathleen explores why our frontline KPIs are stuck in the past, and Jessica Hocking discusses diversity and inclusion as an essential KPI. Sangeeta Bhatnagar continues with Part 2 on Becoming an Emotionally Intelligent Leader. We wrap up this month discussing technology, gamification, chatbots, AI, customer engagement and lots more contact center “goodies.”

I invite you to subscribe to Contact Center Pipeline and keep the information flowing.

Please enjoy the May issue.

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Contact Center Pipeline May 2021

To download the full issue and view all articles, a subscription is required. Your subscription helps us continue to publish in-depth, independent articles for the contact center industry that you won’t find anywhere else. We appreciate your support.

Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation
By Susan Hash
Lay the groundwork for a security-conscious remote workforce.

Support Technology Without an Analyst Is Like a Car Without a Driver
By Lori Bocklund
The case for staff to use technology. The support analyst function is a mission-critical component of any technology solution.

Future-IZE Your KPIs… and Your Frontline Experience!
By Kathleen M. Peterson
Contact centers have changed dramatically over the years. Why are frontline KPIs stuck in the past?

Games People Play
By Paul Stockford
Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

Understanding the Four Stages of Customer Engagement
By D. Daniel Ziv
Deliver a differentiated experience by meeting the customer’s most relevant needs in each relationship stage.

The Secret to Unlocking Service Excellence Is Data
By Daniel Foppen
Data sits at the foundation of myriad challenges and opportunities for standout customer experiences.

Demystifying AI in the Contact Center
By Chris Bauserman
Separating AI fact from science fiction hype: A brief primer to determine which approach will help you achieve your business goals.

Make Diversity & Inclusion an Essential Contact Center KPI
By Jessica Hocking
Measurable D&I goals will give leaders a vested interest in supporting initiatives, and will help employees feel valued and seen.

Becoming an Emotionally Intelligent Leader, Part 2
By Sangeeta Bhatnagar
The interaction of intentions, focus and balanced emotions on the journey to emotional intelligence.

Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance
By Bill Messer
As more centers integrate high-tech tools to improve customer outcomes, the effects on agents can be complex. What’s working?

Use Storytelling to Provide Impactful Learning in the Contact Center
By Mark Pereira
Stories can create an engaging and memorable lesson for trainees.

15 Essential Habits of Amazing Contact Center Team Leaders
By Marc Carriere
Effective practices to successfully nurture, coach and lead winning teams.

Where Does AI Fit in Your Contact Center Strategy?
By Cognigy
AI provides many opportunities to create a seamless customer journey. Four benefits of implementing AI in your contact center.

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

Thank you to our May sponsors: 2Ring America, 8×8, Aryaka, Calabrio, Cognigy, Connexus, Customer Contact Strategies, Freshworks, Human Numbers, Informa, Intercom, Khoros, LANtelligence, LogMeIn, Music Works, NICE inContact, Panviva, Pindrop, PowerHouse, Procedure Flow, Service Agility, ShiftSmart, Strategic Contact, Ujet, Upland Software and Verint.

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

SOURCEContact Center Pipeline May 2021
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.