Welcome to 2022 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness.
This is an exciting month. We are sharing our board members’ thoughts on what 2022 will bring for our contact centers in Brendan’s article this month, Moving Forward: What Will 2022 Bring for Contact Centers?
Our Special Report, 2022 Challenges and Priorities Survey: A Triple Whammy of Challenges, shares the results of our recent survey. Trouble hiring? Workload increasing? High attrition? You are not alone! Lori Bocklund did a fabulous job of explaining the results and sharing insights gained from past surveys, as well as this one.
There is lots of information in this month’s issue. Please enjoy.
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Contact Center Pipeline January 2022
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Moving Forward: What Will 2022 Bring for Contact Centers?
By Brendan Read
Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!
By Lori Bocklund
Trouble hiring? Workload increasing? High attrition? You are not alone!
The Fine Art of Contact Center Management
By Kathleen M. Peterson
Understanding and responding to, the center’s driving forces. (Part 1 of 2)
How to Make Gradual Changes
By Mark Pereira
Contact center leaders need to make improvements based on understanding people and current processes.
THE VIEW FROM THE SADDLE
By Paul Stockford
STRATEGY AND TACTICS
Writing Well When Your Attention is Divided
By Leslie O’Flahavan
These 10 tips will enable you to focus on your message.
Making the Most Out of Your CCaaS Investment
By Tony Lorentzen
The cloud can successfully modernize the contact center only by moving methodically to it.
UNIFIED COMMUNICATIONS AND COLLABORATION
Five Windows into the Future of the Contact Center
By Zack Taylor
Embracing AI-powered systems and automation, WFH, and UC&C point to a better CX.
The New Normal: Navigating Change, Disruption
By David Singer
Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.
Getting Buy-In for Change
By Marc Carriere
Employees need to know the benefits of getting on board: and the consequences if they do not.
Treat Technology Partnerships Like a Marriage!
By Gerry Barber
Shared goals and culture, and the willingness to work out the details, make marriages (and business partnerships) successful.
Optimizing the ASR Experience
By Patrick Ehlen
Successfully engaging with contact centers through speech recognition is more complicated than talking to computers through the now- common personal devices.
Why Your Customer Service S***S: And Solutions
By Matt Pingatore
Customers are rightfully demanding excellent service. Here’s how to deliver it.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
Thank you to our January sponsors: 2Ring, Aircall, Amazon, Balto Software, Calabrio, Customer Contact Strategies, eGain, Enghouse, Human Numbers, Informa, Khoros, LiveVox, NECCF, NICE CXone, 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!