Remote Work. Work from Home. Work from Anywhere. I don’t think these are pandemic or trendy business practices. Many organizations embraced remote work teams prior to Covid, but what an acceleration! I think these strategies will continue to be a part of our culture moving forward. We may not maintain pandemic levels of virtual teams, but remote work will be a vital component of our contact centers. We have dedicated a portion of our website to share best practices in remote work policies and the latest technologies. We cover the people, operations, strategy and technology issues that produces successful remote programs.
You won’t want to miss our feature article this month, Creating a Sustainable Work-From-Home Contact Center, as we explore top technologies and tools to enable success. Here are additional articles in our June issue.
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Contact Center Pipeline June 2021
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Creating a Sustainable Work-From-Home Contact Center
By Susan Hash
Top tech & tools for the transition to a permanent remote-work model.
Top 3 Trends for the Future of Contact Center Training
By Jenna Dobson
Research findings on the State of Contact Center Training in 2021.
Looking Good: An Amateur’s Guide to Zoom Success
By Kathleen M. Peterson
How to maintain high professional standards when interacting via video.
THE VIEW FROM THE SADDLE
I Want to Take You Higher
By Paul Stockford
Industry professionals want to raise the profile of the contact center in 2022 and beyond.
LEARNING & DEVELOPMENT
Why Training Programs Fail and How to Avoid It Happening to You
By Mike Aoki & Leslie O’Flahavan
10 common mistakes that undermine the value of customer service and sales training.
Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center
By Tom Goodmanson
Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years.
How Do We Build Culture with Distributed Teams?
By Afshan Kinder
A strong culture provides team members with a sense of belonging that can counteract feelings of isolation.
How to Leverage the Power of an Older and Younger Workforce (and Why You Should)
By Rick Grimaldi
Ideas for making the most of a multigenerational workforce.
Record It All: Unlocking the Value Within Voice Data
By Adrian Di Pietrantonio
Until recently, call recording hasn’t been able to live up to its full potential for improving customer experience and efficiency.
Boosting the Business Prospects with the Physical Multichannel
By Nate Burke
Multichannel retail models combine brick-and-mortar with digital to create a frictionless customer experience.
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Thank you to our June 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.
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