Table of Contents, January 2022

FEATURE ARTICLE
Moving Forward: What Will 2022 Bring for Contact Centers?
By Brendan Read
Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.

SPECIAL REPORT
2022 Challenges and Priorities Survey: A Triple Whammy of Challenges!
By Lori Bocklund
Trouble hiring? Workload increasing? High attrition? You are not alone!

IDIOM INSIGHTS
The Fine Art of Contact Center Management
By Kathleen M. Peterson
Understanding and responding to, the center’s driving forces. (Part 1 of 2)

LEADERSHIP
How to Make Gradual Changes
By Mark Pereira
Contact center leaders need to make improvements based on understanding people and current processes.

THE VIEW FROM THE SADDLE
Adios…
By Paul Stockford

STRATEGY AND TACTICS
Writing Well When Your Attention is Divided
By Leslie O'Flahavan
These 10 tips will enable you to focus on your message.

CLOUD COMPUTING
Making the Most Out of Your CCaaS Investment
By Tony Lorentzen
The cloud can successfully modernize the contact center only by moving methodically to it.

UNIFIED COMMUNICATIONS AND COLLABORATION
Five Windows into the Future of the Contact Center
By Zack Taylor
Embracing AI-powered systems and automation, WFH, and UC&C point to a better CX.

LEADING THOUGHTS
The New Normal: Navigating Change, Disruption
By David Singer
Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

SUPERIOR SERVICE
Getting Buy-In for Change
By Marc Carriere
Employees need to know the benefits of getting on board: and the consequences if they do not.

PARTNERSHIPS
Treat Technology Partnerships Like a Marriage!
By Gerry Barber
Shared goals and culture, and the willingness to work out the details, make marriages (and business partnerships) successful.

UNDERSTANDING TECHNOLOGY
Optimizing the ASR Experience
By Patrick Ehlen
Successfully engaging with contact centers through speech recognition is more complicated than talking to computers through the now- common personal devices.

CUSTOMER EXPERIENCE
Why Your Customer Service S***S: And Solutions
By Matt Pingatore
Customers are rightfully demanding excellent service. Here’s how to deliver it.