This issue marks our 13th year of publishing Contact Center Pipeline. For many, 13 is an unlucky number. However, for me, 13 represents 13 years of hard work and great accomplishment in providing our readers with timely, expert insights every month. Reflecting back on our journey, I certainly don’t feel unlucky. I feel humbled, grateful, and energized.
Through the good times and bad, it takes great teams of people, like mine here at Contact Center Pipeline, and your teams in your centers, to keep pace with trends and changes. Our journey was relatively easy to start in 2008 because of our small team sharing a common vision. Our team and partners have grown over these 13 years. The road at times a bit bumpy. But a look down memory lane only confirms we ARE as good as the people around us. It is our people that make great organizations.
Thank you for these 13 years!
There is lots of information in this month’s issue. Please enjoy.
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Contact Center Pipeline March 2022
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The Operational Data Your Wallboard Solution Needs
Executive Interview with LiveVox Founder & CEO Louis Summe
By Linda Harden and Louis Summe
Employee Experience in the Contact Center
By Alec Turowski, Poly
Analyzing the Analytics
By Brendan Read
Analytics software is critical for contact centers. So, what lies ahead?
Go Ahead…Try Something New!
By Kathleen M. Peterson
Contribution to Capacity (C2C) is worth trying to improve your center’s performance.
Adjusting Headsets for the New Normal
By Brendan Read
Remote/hybrid working, health concerns, and video are changing headsets and how they are used.
Headsets: The Call Floor Perspective
By Mark Pereira
Here’s what agents want from headsets, and issues with them.
Supporting the Agent/Customer Experience
By Tony Lorentzen
An AI-first approach keeps contact centers—and their agents—running efficiently and effectively.
Conversational AI: The Contact Center’s Superpower
By Derek Roberti
How artificial intelligence can assist agents in their customer interactions.
Optimizing Agent Performance
By Dr. Nima Schei
How AI-driven behavioral analytics can improve the experience of agents in the new normal.
Is the Support Experience Part of Your CX Strategy?
By Martin Schneider
In this subscription economy era, investing in your support organization is revenue-critical.
Laura Sikorski on Analytics
By Brendan Read
Contact center operations and technology authority Laura Sikorski offers her insights on buying and using analytics applications.
Connecting the Machine and Human
By Richard Boire
Why taking a hybrid knowledge and a framework approach to customer service works.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
A heartfelt thanks to our March authors for sharing their insights and wisdom:
Dr. Nima Schei
A special thank you to all our Sponsors: 2Ring, Accessibility, BCI, Calabrio, Centrical, Cognigy, eGain, Geomant, Human Numbers, Khoros, LiveVox, LumenVox, NECCF, NICE CXone, Poly, PowerHouse, Procedure Flow, Scorebuddy, Strategic Contact, ThomsonReuters, WFM Alliance and Verint.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!