Magazine Archives

January 2021

January 2021

/ Issues

Table of Contents, January 2021


Moving Forward: What Will 2021 Bring for Contact Centers?
By Susan Hash
Contact Center Pipeline’s Advisory Board shares solid advice to take into the new year.

Contact Center Challenges and Priorities for 2021: A Year Like No Other
By Lori Bocklund
Findings from our sixth annual survey reveal the need for agility going forward.

Get the Ball Rolling… 2021 Here We Come!
By Kathleen M. Peterson
Now is an opportune time to evaluate the contact center’s current state.

Can You Say Con-tin-gen-cy?
By Paul Stockford
It’s time for contact centers to start planning for the next major catastrophic event.

Seven Contact Center New Year’s Resolutions for 2021
By Mike Aoki
Achievable goals that will pay off in improved employee engagement and customer service.

Michael Lawder, Chief Experience Officer, ASAPP
By Susan Hash
A long-time customer care practitioner and frontline agent advocate weighs in on AI-powered tech to improve EX and CX.

Three Steps to Acing AI-Human Interactions
By Eduardo Olvera
AI is now part of many brand interactions, but that doesn’t mean those interactions are successful.

Invest in Your Human Capital
By Mark Pereira
Engaged employees are your company’s greatest asset. Tips to get the maximum return on your investment.

Five Reasons You Are Probably Missing the Greatest Opportunity in Our Industry
By Jim Rembach
Don’t undermine leadership skills development by failing to remove the obstacles in your learning journey.

8x8 and Aryaka: Bringing the World Closer, Together
By 8x8
Introducing your power team to enhance cloud communications and contact center performance across SD-WAN.



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Contact Center Pipeline

Contact Center Pipeline

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Contact Center Pipeline is a must-read for contact center and customer service professionals, with in-depth articles, first-hand research, and forward-thinking perspectives that you won’t find anywhere else. Our proven subject-matter experts uncover the latest trends, provide trusted advice, the insights you want, and the inspiration you need.

Founded in 2008, to cover a rapidly evolving industry, Contact Center Pipeline has steadily built a reputation for objectivity, accuracy, and fairness – spend less time searching for answers and more time asking the questions that lead to smarter decisions. Contact Center Pipeline publishes first-hand research data and analysis, in-depth articles, guides, infographics, and more via our monthly magazine, website, blog, email newsletter, and social media channels. As an independant publisher, our editorial content is free from outside influence. We do accept a limited number of sponsored articles from our advertising partners, and they are clearly separated from our own editorial content and labeled as "Sponsored Articles" or "White Papers."

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