Table of Contents, December 2020

FEATURE ARTICLE
Managing Through COVID-19
By Susan Hash
Our 2020 roundup of top tips, tools and tech to help contact centers emerge successfully from this difficult time.

IDIOM INSIGHTS
Goodbye 2020… Lessons Learned
By Kathleen M. Peterson
Observations on leadership, technology readiness and supporting WFH agents.

THE VIEW FROM THE SADDLE
The Rocket Man and a Watershed Year
By Paul Stockford
A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry.

INDUSTRY OUTLOOK
Legal and Regulatory Developments in 2020—and What to Expect in 2021
By Dick Bucci
An overview of some of the significant legal developments that took place in 2020, and what to anticipate in 2021.

DATA SECURITY
COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents
By Heidi Hunter
Arm your agents with an effective defense against increasing fraud attempts and threat of social engineering.

RECRUITING & HIRING
Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces
By Bill Messer
Employers find themselves in new territory managing workers that never were (and may never be) “on-site.”

LEADING THOUGHTS
Unexpected Lessons from the 2020 Contact Center
By Chris Bauserman
Going into an unpredictable 2021, plan on advancing the core competencies that have buoyed your organization thus far.

LEARNING & DEVELOPMENT
How to Make Remote Training Work for New-Hires
By Mark Pereira
10 strategies and tools to deliver efficient and effective virtual training.

DIGITAL STRATEGY
Top Seven Call Center Software Requirements for the “Now Normal”
By Todd Carothers
What to look for to ensure that your communication solution can navigate the changes that are sure to come.

REMOTE WORKING
Moving Contact Center Agents Home for the Long-Term
By Eric Berg
A look at the main workstreams affected by the shift home, and best practices for developing a secure model.

PIPELINE SPONSOR WALL OF FAME | Janet LeBlanc
Celebrating Our VIP Authors
By Pipeline
In recognition and appreciation to Janet LeBlanc, our December 2020 Wall of Fame Author.

SPONSOR SPOTLIGHT | eGain
The New Digital Customer Engagement for the New (Ab)Normal
By eGain
The same old limited digital service capabilities do not cut it in the new environment.

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