Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t. I thought it would take us a few months, COVID would be under control and life would resume back to normal. Boy, was I wrong!
We have articles in every issue about managing in these ever-changing times. This really is our new normal. In this issue, we question how best to manage our remote workers. Remember when we talked about the effects of high occupancy on our agents? Now considerations include their mental health and wellbeing. What are the best metrics associated with a WFH staff model when workload pressures continue to increase?
I look forward to hearing about your experiences in your environment. Are there particular challenges that are new for your management teams? Let us know in our short remote work survey or email me at [email protected].
Thanks for your support. Enjoy the issue!
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Contact Center Pipeline April 2022
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What Call Center Managers Need to Know About AI Text Analytics
Customer Experience Perfection Is Easy to Achieve
By Trey Briggs, Briggs Consulting International
Managing Modern Customer Expectations with AI
By Derek Roberti, Cognigy
Changing the Business Experience
By Brendan Read
Automation, digitization, WFH, and rising expectations are reshaping the business customer experience.
Work from Home … Are You Sure of the Future?
By Kathleen M. Peterson
It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks.
Mining for Productivity
By Robert Samanek
How task mining and RPA can help agent productivity, and ultimately the customer experience in contact centers.
DaaS to the Desktops
By Michelle Senecal de Fonseca & Scott Porter
How secure desktop-as-a-service (DaaS) solutions help agents work productively from anywhere.
How Contact Centers Can Help Change Lives
By Jill Barnard
Working in a contact center can be a route to becoming law-abiding productive members of society for incarcerated individuals.
Enabling Excellent Omnichannel Experiences
By Oliver Stasinszky
A desktop solution can streamline customer service and support and gain an advantage over the competition.
Helping Agents Helping Customers
By Rob McDougall
How AI-enabled virtual agent assistant solutions can improve the agent experience with customers.
Taking Service to the Next Level
By Matt McConnell
Intelligent automation shows the way up for agents and customers.
Strengthening the B2B CX
By Brendan Read
B2B companies face changes in their customer experiences. Q&A with Dennis Reno, Cyara.
The Risks, Consequences, and Solutions to Attrition
By James Hughes
Looking after agents’ mental health and well-being needs to be top of the contact center management agenda.
Adjusting Strategies in the New Normal
By Chris Pennington
Customer empowerment and workforce shortages are prompting changes in CRM software use.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
A heartfelt thanks to our April authors for sharing their insights and wisdom: Jill Barnard, James Hughes, Matt McConnell, Rob McDougall, Chris Pennington, Kathleen Peterson, Scott Porter, Brendan Read, Robert Samanek, Oliver Stasinszky and Michelle Senecal de Fonseca.
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