Table of Contents, February 2021
FEATURE ARTICLE
Planning a Safe Return to Work
By Susan Hash
Many employers want to protect their workers by mandating vaccines. How to address employees’ fear and concerns.
IDIOM INSIGHTS
Keep the Ball Rolling!
By Kathleen M. Peterson
Finding things that need improvement is not a commentary on how the condition came to be, but a recognition of motion.
THE VIEW FROM THE SADDLE
Artificial Intelligence—The Post-Pandemic Contact Center Superhero
By Paul Stockford
AI-enabled intelligent automation is here to save the day by transforming customer and employee experiences across industries.
RECRUITING & HIRING
Live Chat Vs. Phone Agents: How to Find Top Performers at Scale
By Dr. Ben Porr
Live chat adds a layer of unique skills that even the best phone agents may not possess.
REMOTE WORK
Contact Center Leaders Reach an Inflection Point for Addressing Work-at-Home Challenges
By Ted Nardin & Brian Kearney
In 2021, leaders will need to seize the opportunity to build a sustainable work-at-home model.
ARTIFICIAL INTELLIGENCE
Equipping the Enterprise for the AI-Powered Human Agent Era
By D. Daniel Ziv
Giving agents “in flight” guidance immediately improves call outcomes, reducing the need for call-backs and rework.
CUSTOMER CHANNELS
Texting Takeover: How to Integrate SMS, WhatsApp and Apple Business Chat into Your Contact Center
By Joseph Ansanelli
Texting offers significant advantages compared to phone, email and live-chat boxes.
LEADING THOUGHTS
Turning Disruption into Opportunity
By Chris Bauserman
Apply the adaptability and flexibility lessons learned in 2020 to give your organization an edge for long-term success.
CLOUD SOLUTIONS
Is It Time to BYOC (Be or Bring Your Own Carrier)?
By Darach Beirne
As the shift to cloud-based services continues, the BYOC model offers an attractive option for customization, control and cost savings.
DIGITAL STRATEGY
Three Ways to Make Your Customers Happy with a Digital-First Strategy
By Mike Betzer
How to get started on your digital transformation. Lessons from top brands for delivering digital care.
SPONSOR SPOTLIGHT | 8x8 & Aryaka
8x8 and Aryaka: Bringing the World Closer, Together
By 8x8
Meet the team powering a more connected contact center, enterprise and globe.
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