Table of Contents, February 2022

FEATURE ARTICLE
Locating Contact Centers in the New Normal
By Brendan Read
Labor market pressures could bring contact centers back to the U.S. or to nearshore countries.

SPONSORED SPOTLIGHT-LiveVox
How Analytics Will Earn Contact Centers a Seat at the C-Suite Table
By LiveVox

CORPORATE CULTURE
Create a Culture of Accessibility
by Kevin McDaniel
There are six concepts contact centers can follow to make their workplaces accessible.

ACCESSIBILITY
The New Resource for Contact Center Staffing
By Michele Rowan
Individuals with disabilities who also have mobility challenges provide an excellent workforce.

SPONSORED INTERVIEW-BCI
Executive Interview with Trey Briggs, Briggs Consulting International
By Linda Harden
How to Enable Exceptional Experiences on Each Call

IDIOM INSIGHTS
The Fine Art of Contact Center Management
By Kathleen M. Peterson
The five factors of Caller Tolerance. (Part 2 of 2)

DIVERSITY, EQUITY, AND INCLUSION
Having That DE&I Conversation…
By Juanita Coley
Understanding what DE&I is about and insights on how to make it happen.

SPECIAL REPORT
Biden Administration Acts to Improve the U.S. Government CX
By Brendan Read
President Biden signed executive order committing to customer experience (CX) improvements with 17 federal agencies.

CUSTOMER SERVICE
Designing Inclusive Contact Center Experiences
By Eric Thomas
Connecting customers and employees with disabilities is not only the right thing to do, and required by law, but it also makes business sense.

LEADERSHIP
Adaptability: The Skill to Thrive in Changing Times
By Sangeeta Bhatnagar
First in a three-part series on adaptability and adaptive leadership. (Part 1 of 3)

TRAINING
Four Reasons Why Training Today Is Failing Employees
By Sam Caucci
How to fix the broken workforce preparation model.

INSIDE VIEW
Filling the Performance Gaps
By Brendan Read
Coaching, training, empowerment, and AI-driven solutions can help retain staff and improve the contact center.