Contact Center Pipeline Magazine: Inside Our December 2021 Issue


Working on Workforce Issues

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this.

Contact Center Pipeline had a very good 2021. I am extremely proud of our work this year. Navigating through a typical contact center year is challenging enough, without the effects of a pandemic on our operations and staff. I appreciate all the hard work our Pipeline staff and writers have given. They help us through our challenges to offer the best customer experiences we can.

Also, I thank our sponsors who support us. We appreciate all their efforts to continue to provide leading edge products and services.

Finally, I thank our readers, without whom, everything is irrelevant. I thank you for your loyalty and support.

I hope that you enjoy this time with your family and friends. I wish you all the best for the holiday season and for 2022.

Download the Full Issue
Contact Center Pipeline December 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.

Working on Workforce Issues
By Brendan Read
Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Refining Remote Working
By Bill Messer
How WFH contact center employees can best engage with customers and colleagues.

Why Customer Experience Matters
By Laura Bassett
When agents realize their impact on CX, they can deliver better outcomes for everyone.

The New Broom Sweeps Clean
By Kathleen Peterson
Valuing contributions, small teams, true analytics, and effective hiring and training can make 2022 into a fine year for your contact center.

Loosening the Labor Squeeze
By Jennifer Lee
How automation can help your contact center have the agents available for your customers.

The Future of Contact Centers?
By Brendan Read
People are at the heart of contact centers, so what will the workforce be like, post-pandemic?

Overcoming CX Labor Obstacles
By Ross Duff
A leading CX BPO reveals industry secrets.

A Second Chance to Stop the Great Resignation
By Jill Barnard
Providing opportunities to incarcerated individuals can help contact centers: and society.

The Tone of Voice is Everything
By Mark Pereira
Excellent tone, backed by confidence, improves conversations with customers.

Making Delight Intentional
By John Goodman and Othmar Mueller von Blumencron
Providing customer delight through the contact center can pay off in multiple ways for organizations.

Legal and Regulatory Developments In 2021—And What to Expect In 2022
By Dick Bucci
There have been and may be changes impacting telemarketing, robocalling, debt collection, privacy, independent contractors, and family leave.

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

Thank you to our December sponsors: 2Ring, Aircall, Amazon, Balto Software, Calabrio, Customer Contact Strategies, eGain, Enghouse, Five9, Human Numbers, Informa, Khoros, LiveVox, NECCF, NICE CXone, OpenText, Pindrop, Pinoy Data Capture, Position2, PowerHouse, Procedure Flow, Service Agility, Strategic Contact, ThomsonReuters, Upland Software and Verint.

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