Contact Center Pipeline Magazine: Inside Our September 2021 Issue

Customer-Centric Self-Service

Welcome to our Contact Center Pipeline September issue. You will find lots to read in this issue as we continue to discuss current issues and technologies.

You will also note in this issue that we are saying good-bye to our longtime editor, Susan Hash. We wish her nothing but the best as she starts a new chapter in her life. She has been an amazing contributor to Pipeline’s success…she will be missed!

Please check out our new digital issue this month. For subscribers, you still have the option to download the PDF of the issue and articles, but we are introducing a new, easy-to-read digital version. Please get in touch if you would like to set up a subscription for your entire team.

Download the Full Issue
Contact Center Pipeline September 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.

AI-Enabled Agent Assessment: Now It’s a Reality
By Enghouse Interactive
There is a huge gap in how agents are evaluated. AI-enabled analysis puts all agents on a level playing field.

This 1¢ Piece of Paper Is Costing Your Contact Center Millions
By Gregg Antenen, Vistio
Are your agents filling in the gaps in your process with sticky notes?

Customer-Centric Self-Service
By Susan Hash
A roundup of practical pointers and wisdom from our contributors.

The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency
By Kathleen M. Peterson
Look at the bigger picture and proactively engage on all levels… Institutional, Organizational and Operational.

By Paul Stockford
The contact center industry has been in a state of perpetual scramble to keep up with all the changes.

7 Ideas to Build Engagement with Work-From-Home Agents
By Mike Aoki
Remote staff are at higher risk for disengagement. How to connect with and retain your work-from-home agents.

Becoming an Emotionally Intelligent Leader, Part 3
By Sangeeta Bhatnagar
The three-part series wraps up with a look at the different factors within EQ and how they impact your influence as a leader.

Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience
By Seb Reeve
It’s a new era of connected conversations and digital-first customer experiences.

Contact Center Absenteeism: More Flexibility is the Cure
By Jennifer Lee, Paul Milloy & Kevin Jolliffe
Intelligent automation delivers a consistent agent experience no matter where agents are seated.

Delivering a Consistent and Human Customer Care Experience
By Jim Katzman
Practices to optimize contact center performance to generate business value.

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

Thank you to our September sponsors: 2Ring, Amazon, Balto Software, Calabrio, Customer Contact Strategies, eGain, Enghouse, Human Numbers, Informa, Khoros, NICE CXone, Pindrop, Pinoy Data Capture, PowerHouse, Procedure Flow, Service Agility, Strategic Contact, ThomsonReuters, Upland Software, Verint, and Vistio.

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

Linda Harden
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.