Take on any CX challenge with Pipeline+ Subscribe today.

September 2024

September 2024

/ Issues
September 2024

Meeting Today’s Coaching, Training Challenges

Table of Contents, September 2024

 

FEATURE ARTICLE
Meeting Today’s Coaching, Training Challenges
By Brendan Read; Q&A with Mike Aoki
How to manage with generations, impatient customers, AI, and remote work.

SPONSOR SPOTLIGHT - COGNIGY
How One Agent Handles 20M Calls a Year
Presented by Cognigy

IDIOM INSIGHTS
Healthcare Contact Centers
By Kathleen M. Peterson
It’s time to shine!

WORKFORCE MANAGEMENT
10 Reasons Why WFM Deserves a Better Name
By Tiffany LaReau
WFM doesn’t tell what it really is or does.

MANAGING WFM
The Keys to WFM Success
By Dan Smitley
What are, and how to execute, the core values.

AGENT RETENTION
Hire and Train to Retain - Part 2
By Neal Dlin
New hire training can go wrong: OR go right.

AGENT EXPERIENCE
Augmenting The Workforce
By Dave Singer
How AI-powered next-gen automation is driving improved experiences.

WORKFORCE ENGAGEMENT
How AI Helps the Workforce
By Praphul Kumar
AI is becoming invaluable in workforce and customer engagement.

GENERATIVE AI
Tailoring Generative AI for the Contact Center
By Assaf Melochna
Why a vertical solution is the best choice.

RELIABILITY
The New Trifecta of Contact Center Reliability
By Ankush Gangwani
Agent experience, proactive security, and network redundancy are key.

CANADIAN PRIVACY REGULATIONS
Canadian Privacy Law Reform: Has the Train Left?
By Sara Clodman
The future of Bill C-27 is uncertain.

VIDEO
How Video Can Maximize the CX
By Paul Sparta
Video has a powerful impact on elevating engagement and loyalty.

U.K. CUSTOMER SERVICE
The Descent of U.K. Customer Service
By Keith Gait
There is the opportunity to get it right.
 

 

Contact Center Pipeline

Contact Center Pipeline

INSIGHT AND INSPIRATION FOR CONTACT CENTER PROFESSIONALS

Contact 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.

Blog | Twitter | LinkedIn | CCP Linkedin Group

 

Contact author

x

CURRENT ISSUE: October 2024

Dissatisfied Customers, Unsatisfactory Responses?

View Digital Issue

SUBSCRIBE SUBSCRIBE

Most Read

Happiness Index Report 2 20240722
Upland 20231115
Cloud Racers
NICE 20240826
Forrester GenAI for CX Video
Verint CX Automation
Forrester GenAI for CX Video