Wow! We are a good-looking issue this month! We cover all the hot topics from business continuity and disaster recovery, difficult customer and employee situations, adaptive leadership, key performance indicators and clouds, clouds, clouds. We look at the positive change, customer experience and understanding the technology all related to migration/use of the cloud. Our vendor roundtable this month focuses on the key trends of going into the cloud and recommendations for successful deployment. Great job authors!!
Enjoy the issue!
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SPONSOR SPOTLIGHT – WISEROWL
Is Cost of Performance the Undiscovered X Factor?
By Linda Harden
A Q&A with WiserOwl Founder, Robert Bradshaw
FEATURE ARTICLE
Safely Continuing Customer Contact
By Brendan Read
How contact centers can lower disaster risks in the new normal.
BUSINESS CONTINUITY/DISASTER RECOVERY
Is Your Center Really Resilient?
By Lori Bocklund
Self-Assess and Take the Next Step in Resilience Readiness.
IDIOM INSIGHTS
“Spare Me”…
By Kathleen M. Peterson
Agent Response to Outdated KPIs.
ADAPTABILITY
It All Starts with the Why!
By Sangeeta Bhatnagar
Third in a Three-Part Series on Adaptability and Adaptive Leadership.
AGENT EXPERIENCE
Ending Caller and Agent Frustration
By Mark Pereira
How contact centers can handle difficult situations.
MULTICLOUD
Evolving the Contact Center
By Vasili Triant
How disruption like AI, personalization, and multicloud are driving positive change.
CLOUD MIGRATION
Closing the Customer Service Gap
By Jon Arnold
How moving solutions, data to the cloud bolsters the CX.
CLOUD CONTACT CENTER
Do We Know Clouds (Contact Centers)?
By Brendan Read
Understanding this technology environment.
TESTING
Three Ways to Assure Business Continuity
By James Isaacs
Self-service, automation, and testing key: and critical.
CARRIER CONTINUITY
Continuity Starts with the Carrier
By Todd Hagstrom
Carriers are also key to cloud migrations.
VENDOR ROUNDTABLE
Contact Center Forecast: Increased Cloudiness?
By Brendan Read
Contact center applications continue to be sourced from the cloud and here’s why.
A heartfelt thanks to our authors this month for sharing their insights and wisdom: Jon Arnold, Sangeeta Bhatnagar, Lori Bocklund, Todd Hagstrom, James Isaacs, Mark Pereira, Kathleen M. Peterson, Brendan Read and Vasili Triant.
A special thank you to all our sponsors: 2Ring, AirCall, Briggs Consulting International, Calabrio, Centrical, Cognigy, eGain, Human Numbers, Khoros, NICE CXone, PowerHouse, Procedure Flow, RingCentral, ROI-DNA, Scorebuddy, Strategic Contact, Text Expander, ThomsonReuters, WFH Alliance, WiserOwl and Verint.
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