Table of Contents, April 2024

FEATURE ARTICLE
Where to Call and Contact?
By Brendan Read; Q&A with John H. Boyd
The New Normal, like WFH, has shaken up contact center site selection strategies.

IDIOM INSIGHTS
Contact Center Leaders…Can You Rise to the Challenge?
By Kathleen M. Peterson
Key initiatives to contact center success.

WRITING WELL
Connecting With Remote Colleagues: In Writing
By Leslie O’Flahavan
Email has its flaws, so here’s how to make the best of it.

COACH'S CORNER
Strategies for Managing Remote Call Center Teams – Part 1
By Mark Pereira
How to handle challenges of agents working from home.

AGENT EXPERIENCE
Reinventing Workplace Connections
By Eric Berg and Shane Devitt
How to nurture friendships in the remote contact center era.

CUSTOMER SERVICE
Attack The Service/Support Points of Pain
By John Goodman
Doing so is win-win-win for customers, employees, and organizations.

STAFFING
Disruption Ahead for The Contact Center Workforce – Part 1
By Brent Holland
Declining labor supply poses challenges and how to offset them.

FINANCIAL SERVICES
Banking on Digital Transformation
By Patrick Reetz
How financial services can use tools like Conversational AI and Agent Assist AI.

AGENT EMPOWERMENT
Guiding Customers on Their Journeys
By Brian Peterson
How AI can assist agents assist customers.

MANAGEMENT
Managing to Adapt
By Brendan Read; Q&A with Laura Sikorski
Where are contact centers going post-COVID-19 pandemic?

CASE STUDY
Recruitment, Attrition, and COVID-19
By Brendan Read
How Jackson National Life’s contact center responded to the challenges.

KNOWLEDGE MANAGEMENT
The New Face of Knowledge Management
By Alan Ranger
How AI, LLMs, and vectorization has changed KM.