Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles. In the midst of COVID, the anniversary of September 11 and hurricane season, it is a good time to review our plans.
October is National Breast Cancer Awareness month. Much heartfelt appreciation to Bob Furniss for sharing his personal story to remind women, mothers and daughters of the importance of action.
There are many more great topics covered this month, like onboarding for customer experience, coaching and workforce challenges…all while taking care of contact center business.
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Contact Center Pipeline October 2021
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Going Home: For Good?
By Brendan Read
How COVID-19 has upended Business Continuity/Disaster Recovery and staffing strategies
NATIONAL BREAST CANCER AWARENESS MONTH
A Story of Sadness, Hope and Action
By Bob Furniss
A legacy for saving lives for years to come!
Providing Resiliency During Challenging Times
By Mark Pereira
How a contact center adapted and executed its Business Continuity/Disaster Recovery plan, and lessons learned
Toward a Customer Experience Hub
By Dick Bucci
The evolving business strategy of customer experience management
Simplifying the Human Complexities
By Magnus Geverts
How best to manage contact center workforce challenges
Unified Communications. Single-Sourced. Always On—Instant Communications.
By Enghouse Interactive
Unified Communications and contact center solutions, delivered from the cloud, will enable your company to use both capabilities
Ensuring Agent Performance and Engagement
By Mike Aoki
How to balance multiple coaching tasks
How Digital Disrupted Customer Service
Contact centers need to have the tools in pace to support digital interactions
Taking Care of Contact Center Business
By Kathleen M. Peterson
People are the center of contact centers, so invest in them accordingly
Growing Customers During Disasters
By Amy Stevens and Tammy Snyder
How a strategic partnership helped a credit union provide excellent CX during multiple calamities
Protecting The New (Home/Remote) Agents
By Brendan Read
Employees who work from home are also vulnerable to disasters
Preventing Your Customers from Ghosting You
By Louis Têtu
Knowledge, relevance, AI tools can banish the specter
Onboarding for Customer Experience
By Janet LeBlanc
How to empower new employees to understand “who” and “why”
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Thank you to our October sponsors: 2Ring, Aircall, Amazon, Balto Software, Calabrio, Customer Contact Strategies, eGain, Enghouse, Human Numbers, Informa, Khoros, NECCF, NICE CXone, Pindrop, Pinoy Data Capture, Pindrop, PowerHouse, Procedure Flow, Service Agility, Strategic Contact, ThomsonReuters, Upland Software and Verint.
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