Table of Contents, August 2020
How to Apply Predictive Analytics to Post-Covid Recovery
By Susan Hash
An expert Q&A on leveraging predictive analytics to guide contact center decision-making amid changing conditions.
PIPELINE AUTHOR WALL OF FAME | Mike Aoki
Celebrating Our VIP Authors
By Pipeline Wall of Fame
In recognition and appreciation to Mike Aoki, our August 2020 Wall of Fame Author.
Score with Rapport!
By Kathleen M. Peterson
Connection, mutual understanding and trust are the cornerstones of rapport—the basis for strategic communication.
VIEW FROM THE SADDLE
Agile CX 201—Practical Applications
By Paul Stockford
More contact centers are primed to graduate to analytics and AI solutions.
Change Your Work-at-Home Model to Fit Your Agents' Needs
By Ted Nardin & Brian Kearney
Findings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.
By Susan Hash
From humble beginnings to a leading online retailer, Sweetwater Founder and CEO Chuck Surack’s “do the right thing” philosophy has never wavered.
Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers
By Sonya Buckley
How to sustain high performance in new and unprecedented circumstances.
How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise
By Jen Snell
Leveraging IVAs for self-service is just the tip of the iceberg. Combining IVAs with automation to surface customer needs and activate organizational response is the real game-changer.
Employee Engagement: 5 Lessons from a Pandemic
By Candace Sheitelman
COVID-19 has forced employers to dig deep to deliver the empathy employees deserve.
How to Make Work Work Again
By Kim Houlne
The potential for hybrid customer service after COVID-19.
LEARNING & DEVELOPMENT
The Importance of Soft Skills Training Beyond the Pandemic
By Monti Becker Kelly
Brands must invest the time and resources if they hope to leverage CX as a competitive driver to increase the bottom line.
Happy Employees Don’t Just Happen
By Deb Boelkes
How to create happy employees, and why it’s even more vital now.
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