Welcome to the February issue of Contact Center Pipeline.
This month, we include a special report on the Biden Administration’s Executive Order on Transforming Federal Customer Experience. Our report explains what to expect and includes comments from several of our industry experts. The February feature looks at how labor market pressure may bring contact center jobs back to the United States or nearshore countries. We also cover creating a culture of accessibility; new staffing resources; diversity, equity, and inclusion; inclusive CX; leadership in changing times; training; performance gaps; and more.
Enjoy the issue!
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Contact Center Pipeline February 2022
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Locating Contact Centers in the New Normal
By Brendan Read
Labor market pressures could bring contact centers back to the U.S. or to nearshore countries.
How Analytics Will Earn Contact Centers a Seat at the C-Suite Table
Create a Culture of Accessibility
by Kevin McDaniel
There are six concepts contact centers can follow to make their workplaces accessible.
The New Resource for Contact Center Staffing
By Michele Rowan
Individuals with disabilities who also have mobility challenges provide an excellent workforce.
Executive Interview with Trey Briggs, Briggs Consulting International
By Linda Harden
How to Enable Exceptional Experiences on Each Call
The Fine Art of Contact Center Management
By Kathleen M. Peterson
The five factors of Caller Tolerance. (Part 2 of 2)
DIVERSITY, EQUITY, AND INCLUSION
Having That DE&I Conversation…
By Juanita Coley
Understanding what DE&I is about and insights on how to make it happen.
Biden Administration Acts to Improve the U.S. Government CX
By Brendan Read
President Biden signed executive order committing to customer experience (CX) improvements with 17 federal agencies.
Designing Inclusive Contact Center Experiences
By Eric Thomas
Connecting customers and employees with disabilities is not only the right thing to do, and required by law, but it also makes business sense.
Adaptability: The Skill to Thrive in Changing Times
By Sangeeta Bhatnagar
First in a three-part series on adaptability and adaptive leadership.
(Part 1 of 3)
Four Reasons Why Training Today Is Failing Employees
By Sam Caucci
How to fix the broken workforce preparation model.
Filling the Performance Gaps
By Brendan Read
Coaching, training, empowerment, and AI-driven solutions can help retain staff and improve the contact center.
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Thank you to our February sponsors: 2Ring, Accessibility, BCI, Calabrio, Centrical, Cognigy, eGain, Geomant, Human Numbers, Khoros, LiveVox, LumenVox, NECCF, NICE CXone, Pindrop, Poly, PowerHouse, Procedure Flow, Scorebuddy, Strategic Contact, ThomsonReuters, Upland Software, WFM Alliance and Verint.
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