June 2020

Subscribe

June 2020

/ Issues
June 2020

COVID-19 Impact: Recalibrating Human & AI Roles

Table of Contents, June 2020


FEATURE ARTICLE
COVID-19 Impact: Recalibrating Human & AI Roles
By Susan Hash
Industry experts share their views of the post-pandemic contact center environment.

PIPELINE WALL OF FAME | Paul Stockford
Celebrating Our VIP Authors
By Pipeline Wall of Fame
In recognition and appreciation to Paul Stockford, Chief Analyst, Saddletree Research, our June 2020 Wall of Fame Author.

IDIOM INSIGHTS
Open the Door… to Possibility!
By Kathleen M. Peterson
Lead with passion and optimism when planning for the “new normal.”

SPONSOR Q&A | MusicWorks
Executive Interview with MusicWorks’ David Sandler
By Linda Harden
The right creativity and proper production can turn the often frustrating on-hold experience into one that drivers customer value and brand equity.

THE VIEW FROM THE SADDLE
Automation: The Contact Center’s Grocer
By Paul Stockford
Automation is a technology that we tend to take for granted, but COVID-19 has put a stark spotlight on AI-enabled virtual agents.

RECRUITING & HIRING
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
By Scott Bakken
In the race to restaff, leverage technology to shorten the hiring period without sacrificing quality of hire.

LEADING THOUGHTS
Maintaining Customer Support in a Crisis
By Chris Richard
Best practices for call center operations in turbulent times.

PERFORMANCE MATTERS
Four Proven Practices to Elevate the Impact of Your Online Training
By Rebecca Gibson
Moving classroom training online requires new tools, new skills and a fresh eye to supercharge your content.

MANAGEMENT ROI
Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value
By Tim Passios
Knowledge management is a top contact center concern, but a tough sell. Enter modern KM solutions, which show exponentially greater ROI than their predecessors.

ANALYTICS & INSIGHTS
Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness
By Brad Snedeker
Analytics can help to quickly identify individual agent knowledge gaps, trends for training and opportunities for kudos.

REMOTE WORKING
Building a Sustainable Strategy for Remote Agents
By Chris Bauserman
The COVID-19 crisis has forced contact center leaders to rethink long-term remote agent strategies.

SUPERIOR SERVICE
DISC Temperaments Under Stress
By Sangeeta Bhatnagar
Awareness of individual communication styles will help you to provide more meaningful support during stressful times.


To download the full issue [PDF], please login or subscribe.

Contact Center Pipeline

Contact Center Pipeline

Insights you want. Inspiration you need.

The #1 Trusted Resource for the Contact Center Industry

Contact Center Pipeline is a must-read for contact center and customer service professionals, 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, provide trusted advice, the insights you want, and the inspiration you need.

Founded in 2008, to cover a rapidly evolving industry, Contact Center Pipeline has steadily built a reputation for objectivity, accuracy, and fairness – spend less time searching for answers and more time asking the questions that lead to smarter decisions. Contact Center Pipeline publishes first-hand research data and analysis, in-depth articles, guides, infographics, and more via our monthly magazine, website, blog, email newsletter, and social media channels. As an independant publisher, our editorial content is free from outside influence. We do accept a limited number of sponsored articles from our advertising partners, and they are clearly separated from our own editorial content and labeled as "Sponsored Articles" or "White Papers."

Our ongoing series of regional events, the Contact Center Ideas and Innovations Tour, beginning in 2018, are building face-to-face regional networks of contact center professionals, providing hands-on opportunities with the latest technology, and encouraging the collaboration necessary to keep up with the mind-blowing pace of today's contact center innovation.

Put Contact Center Pipeline's insight and advice behind your contact center decisions.


Get new contact center tips Tuesday-Thursday on our blog and subscribe to our monthly magazine.

Twitter | LinkedIn | CCP Linkedin Group | Instagram | YouTube

Contact author

x
2Ring
Contact Point 360