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July 2021

July 2021

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The Hybrid Contact Center

Table of Contents, July 2021

The Hybrid Contact Center
By Susan Hash
Create a supportive culture for the mixed-model work environment.

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture
With Mario Fernandez
Pinoy Data Capture is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve efficiency and reduce costs.

Getting Your Technology on Track
By Lori Bocklund
Plan to make smart progress, not just fast progress.

Avid Readers Make Better Leaders
By Kathleen M. Peterson
Reading provides new perspectives and thinking vital for running a contact center.

Old and In the Way
By Paul Stockford
Baby boomers and work-from-home contact center models—it’s a win-win situation.

12 Better Ways to Start a Customer Service Email
By Leslie O’Flahavan
How to write a first-impression sentence that sets the tone for an exceptional email conversation.

From WFO to WEM
By Dick Bucci
What is workforce engagement management and how does it differ from workforce optimization?

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless
By Jeff Epstein
Before adopting a solution, make sure you’re confident in its commitment to security and privacy.

Leading with Compassion
By Mark Pereira
Compassionate leaders inspire and engage their team members.

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
By Kim Houlne
A work-from-home position can be life-changing for an individual with an acute or chronic illness or a disability.

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Contact Center Pipeline

Contact Center Pipeline

Insights you want. Inspiration you need.

The #1 Trusted Resource for the Contact Center Industry

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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