December 2022 Contact Center Pipeline / Dec 2022 / Issues Winning Customer and Employee Support Table of Contents, December 2022 FEATURE ARTICLE Winning Customer and Employee Support By Brendan Read Here’s how Virgin Pulse won four top CCW awards. SPONSOR SPOTLIGHT – Zenarate Upskilling Contact Center Agents with Simulation Training By Brian Tuite IDIOM INSIGHTS The Future is Now … Agents in “High Demand” By Kathleen M. Peterson Insights for Combating Agent Retention SPONSOR WALL OF FAME 2Ring By Contact Center Pipeline In recognition and appreciation to 2Ring, our December 2022 Wall of Fame Sponsor. EMPLOYEE RETENTION Why Employees Leave (and How to Retain Them) By Simon Dealy How people management software can help lower employee attrition. INSIDE VIEW Staffing in the New Normal By Brendan Read Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies. HIRING Reinventing Hiring for Speed By Ravin Shah Your contact center operations depend on it. OUTSOURCING Mitigating the New Norm By Cory Gallagher How BPOs can also help small-midmarket contact centers. AGENT EXPERIENCE The Agent Experience Imperative By Chris Tranquill How automation can keep both agents and customers loyal. ATTRITION The Hard, Hidden Costs of Attrition By Brent Holland and Mark Alpern Why retaining contact center staff must be your bottom-line top priority. COACH’S CORNER Challenging Circumstances, New Approaches By Mark Pereira Listening, focus on retention, new training methods, engagement key. STRATEGY Working with a BPO in a Digital World By Paul Jarman Effective use of WFM by BPO partners can ensure excellent productivity. CONTACT BLENDING To Blend or Not to Blend? By Brendan Read Can blending be an effective CX and productivity tool? STAFFING The Hiring Game Has Changed By Vickie Schutze Strategies for solving staffing issues. Subscribers Download Article [PDF] Contact Center Pipeline INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALSContact Center Pipeline Magazine is published monthly, with in-depth articles, first-hand research, and forward-thinking perspectives that you won’t find anywhere else. Our proven subject-matter experts uncover the latest trends, actionable insights, and inspiration for you and your team.Put Contact Center Pipeline's insight behind your contact center decisions. Visit our blog or view subscription options. Twitter | LinkedIn | CCP Linkedin Group Next Article Winning Customer and Employee Support Related Articles Winning Customer and Employee Support January 2023 Moving Forward: What Will 2023 Bring for Contact Centers? Related Articles Winning Customer and Employee Support January 2023 Moving Forward: What Will 2023 Bring for Contact Centers?