Table of Contents, December 2021

FEATURE ARTICLE
Working on Workforce Issues
By Brendan Read
Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

EMPLOYEE ENGAGEMENT
Refining Remote Working
By Bill Messer
How WFH contact center employees can best engage with customers and colleagues.

SPONSOR SPOTLIGHT – NICE CXONE
Why Customer Experience Matters
By Laura Bassett
When agents realize their impact on CX, they can deliver better outcomes for everyone.

IDIOM INSIGHTS
The New Broom Sweeps Clean
By Kathleen Peterson
Valuing contributions, small teams, true analytics, and effective hiring and training can make 2022 into a fine year for your contact center.

AUTOMATION
Loosening the Labor Squeeze
By Jennifer Lee
How automation can help your contact center have the agents available for your customers.

INSIDE VIEW
The Future of Contact Centers?
By Brendan Read
People are at the heart of contact centers, so what will the workforce be like, post-pandemic?

BUSINESS PROCESS OUTSOURCING
Overcoming CX Labor Obstacles
By Ross Duff
A leading CX BPO reveals industry secrets.

WORKFORCE MANAGEMENT
A Second Chance to Stop the Great Resignation
By Jill Barnard
Providing opportunities to incarcerated individuals can help contact centers: and society.

COACH’S CORNER
The Tone of Voice is Everything
By Mark Pereira
Excellent tone, backed by confidence, improves conversations with customers.

CUSTOMER EXPERIENCE
Making Delight Intentional
By John Goodman and Othmar Mueller von Blumencron
Providing customer delight through the contact center can pay off in multiple ways for organizations.

INDUSTRY OUTLOOK
Legal and Regulatory Developments In 2021—And What to Expect In 2022
By Dick Bucci
There have been and may be changes impacting telemarketing, robocalling, debt collection, privacy, independent contractors, and family leave.