January 2023 Contact Center Pipeline / Jan 2023 / Issues Moving Forward: What Will 2023 Bring for Contact Centers? Table of Contents, January 2023 FEATURE ARTICLEMoving Forward: What Will 2023 Bring for Contact Centers?By Brendan ReadContact Center Pipeline’s Advisory Board shares timely insights to take into the new year.IDIOM INSIGHTSThe One and Done StoryBy Kathleen M. PetersonPositively impact your customers, agents, efficiency and brand.STAFF MANAGEMENTUpdating the Employee PlaybookBy Michele RowanSeveral evolving trends that are forcing management changes.VIEWPOINTSWhat Do You Want to Take With You in 2023? By Rosanne D’Ausilio, PhDUnpack and sort your professional and personal life.SMB CONTACT CENTERHow to Succeed in the New NormalBy Mark BrodyA Guide for Small-Medium Business Contact Centers.AUTHOR WALL OF FAMESangeeta BhatnagarBy Contact Center PipelineIn recognition and appreciation to Sangeeta Bhatnagar, our January 2023 Wall of Fame Author.CUSTOMER ENGAGEMENTBuilding a Win-Win Customer StrategyBy Nirali AminFour lessons for moving toward more connected engagements.VIDEOTuning into VideoBy Trent WaterhouseThe reasons why video in the contact center is going mainstream.RETURN ON INVESTMENTCX: The Key to Driving ROIBy Vasili TriantOrganizations should focus on delivering customer-engaging experiences with the right tech.DIGITAL TRANSFORMATIONHow to Create Real-World LoyaltyBy Sandrine AsserafAn integrated digital customer/employee-driven approach can strengthen brand affinity.UNIFIED COMMUNICATIONS AND COLLABORATIONThe Virtual ShiftBy Brendan ReadUCC applications and agents are moving off-premise, with some challenges.STRATEGYEdging to the Brink of ChangeBy Mark PereiraWhat will 2023 bring to the industry?TECHNOLOGY4 Tips to Align Tech with Business GoalsBy Jeff GallinoContact centers must ensure that their technology supports the aims of the enterprise.WEBRTCHow Web RTC Addresses Real World ChallengesBy Michael PuccinelliWeb Real-Time Communications is coming into its own as invaluable channel. 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 Moving Forward: What Will 2023 Bring for Contact Centers? Related Articles Moving Forward: What Will 2023 Bring for Contact Centers? December 2022 Winning Customer and Employee Support Related Articles Moving Forward: What Will 2023 Bring for Contact Centers? December 2022 Winning Customer and Employee Support