Table of Contents, June 2021

FEATURE ARTICLE
Creating a Sustainable Work-From-Home Contact Center
By Susan Hash
Top tech & tools for the transition to a permanent remote-work model.

IDIOM INSIGHTS
Looking Good: An Amateur's Guide to Zoom Success
By Kathleen M. Peterson
How to maintain high professional standards when interacting via video.

THE VIEW FROM THE SADDLE
I Want to Take You Higher
By Paul Stockford
Industry professionals want to raise the profile of the contact center in 2022 and beyond.

LEARNING & DEVELOPMENT
Why Training Programs Fail and How to Avoid It Happening to You
By Mike Aoki & Leslie O’Flahavan
10 common mistakes that undermine the value of customer service and sales training.

LEADING THOUGHTS
Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center
By Tom Goodmanson
Adaptations made to survive the pandemic will guide the contact center’s continuous evolution in coming years.

REMOTE WORK
How Do We Build Culture with Distributed Teams?
By Afshan Kinder
A strong culture provides team members with a sense of belonging that can counteract feelings of isolation.

STRATEGIC STAFFING
How to Leverage the Power of an Older and Younger Workforce (and Why You Should)
By Rick Grimaldi
Ideas for making the most of a multigenerational workforce.

DIGITAL STRATEGY
Record It All: Unlocking the Value Within Voice Data
By Adrian Di Pietrantonio
Until recently, call recording hasn’t been able to live up to its full potential for improving customer experience and efficiency.

SECTOR VIEW
Boosting the Business Prospects with the Physical Multichannel
By Nate Burke
Multichannel retail models combine brick-and-mortar with digital to create a frictionless customer experience.

SPONSOR SPOTLIGHT
Top 3 Trends for the Future of Contact Center Training
By Jenna Dobson
Research findings on the State of Contact Center Training in 2021.


 

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