Top 5 Posts in October

Contact Center Pipeline Top 5 Blog Posts

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward. Our authors dive into how to onboard and train remotely, the importance of embracing the cloud and automation capabilities, along with survey results detailing 2020-2021 customer contact volumes and the large increase in digital channels for customer communications. Also, and most near and dear to our hearts, is our farewell post to our longtime editor, Susan Hash. We wish you all the best, Susan!

We Are Living in the Future
We are living in the future
I’ll tell you how I know
I read it in the paper
Fifteen years ago.

Tips for Onboarding New-Hires Remotely
I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic. As we are adapting our processes and strategy at LaunchDarkly, it’s moments like these that you truly see the team come together.

13 Years, 103 Issues Later
In appreciation…
A dream doesn’t just happen. It takes determination, hard
work and a “stick with it” mentality.
This describes our long-time editor, Susan Hash.

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center
In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers.

Onward and Upward… Or So the Saying Goes
According to, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget an unpleasant experience or failure and to think about the future instead.”