I have always found Valentine’s Day to be one of my favorite holidays. It’s the perfect time to let people know you appreciate them, whether they are a mentor, colleague, friend, writer, subscriber…we all have many people in our lives to show our gratitude towards.
But I am a little worried. I’m sure you see the same emails in your inbox that I do. Stress levels are at an all-time high, almost equivalent to the height of the pandemic. Mental health and well-being are great concerns for our communities and workplaces.
I’m not saying that if we just show a little more kindness and gratitude, we can fix all of this. If only it were that easy. Perhaps during these times of isolation and uncertainty, we should pay close attention to the factors within our control, create change from the inside out. Do we have a culture of well-being? Are we staying on top of workload and burn-out? Are mindfulness classes offered? How are we structuring our virtual environments to deal with isolation and team building?
In addition to a thoughtful note this year, let’s make some real change. Is there a better time of year to start a new gratitude program than Valentine’s Day?
Thank you for being part of our Pipeline community!
I wish you a very Happy Valentine’s Day.
FEATURE ARTICLE
Overcoming the Workforce Challenges
By Brendan Read; Q&A with Dr. Debra Bentson
How managers can ensure having the right people at the right times.
IDIOM INSIGHTS
Customer Experience
By Kathleen M. Peterson
Rules of Engagement
MOBILE WFM
Yes, There’s an App For Mobile WFM
By Daryl Gonos
Why mobile WFM apps can benefit contact center operations.
AI COMPETENCY CENTER
Why You Need an AI Competency Center
By Nikola Mrksic
Companies need a means to maximize AI benefits and manage challenges.
RETURN ON INVESTMENT
Improve Productivity, Improve ROI
By Shai Berger
Why employee engagement, satisfaction, and the right tools are essential.
AGENT EXPERIENCE
Orchestrating the Agent Experience
By Rob McDougall
How technology can help by augmenting it to provide a sound CX.
CASE STUDY
Lifting Agility
By Brendan Read; Q&A with Robin Gomez
How going to cloud telephony and WFM helped Radial meet business needs.
TOTAL EXPERIENCE
Unlocking Your Center’s Full Potential
By Michelle Tilton
Total experience (TX) is the key.
SALES PRODUCTIVITY
How to Increase Sales Agent Productivity
By Sean Evers
Try these five proven tactics for your team.
BPO
More Mergers Ahead For BPOs
By Peter J. Hill
Several trends continue to drive change with these companies.
CUSTOMER EXPERIENCE
Enabling Productive CX in Challenging Times
By Brendan Read; Q&A with Barry Cooper
Can AI help square customer and contact center needs?
DIGITAL TRANSFORMATION
Fix CX With Digital, Visual Technologies
By Ari Rosenstein
Companies must provide excellent CX in today’s tumultuous economy.
A special thank you to our authors this month for sharing their insights and wisdom: Shai Berger, Sean Evers, Daryl Gonos, Peter J. Hill, Rob McDougall, Nikola Mrksic, Kathleen M. Peterson, Brendan Read, Ari Rosenstein, and Michelle Tilton.
Sincere appreciation to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, Human Numbers, Khoros, Kustomer, Lemonade, MediaSmith, NECCF, NICE, PowerHouse, Procedure Flow, Reuters, RingCentral, Riverbed, ROI-DNA, Scorebuddy, Strategic Contact, TTEC Digital, WFH Alliance and Verint.
