Table of Contents, March 2024

INSIGHTS
Happy Fifteenth Anniversary
By Kathleen Peterson
My five wishes!

LEADERSHIP
A Second Chance
By Jay Minnucci
Sharing my voice about the actions we can and should take.

PARTNER APPRECIATION: VERINT
A Passion for Customer Engagement
By Verint
The customer interaction evolution.

CC PROFESSION
How Did You Get Here?
By Lori Bocklund
Embracing the opportunity to build a contact center career.

TECHNOLOGY
Celebrating 15 Years of Contact Centers is as Easy as 1, 2, 3!
By Bob Furniss
Three times we got it right. Two times we must do it again. And one thing that is changing everything.

TRAINING
The Upcoming Recruitment Crunch
By Mike Aoki
Gen Z and phone phobia.

INNOVATION
Motivating Industry Innovations
By Ryan Hollenbeck
An industry that was ripe for innovation and it remains so today.

INSIDE PERSPECTIVE
Reflections From the Front Line
By Elaine Avery
My life as a contact center leader.

CUSTOMER EXPERIENCE
2024 State of the Contact Center
By Michael Pace
Inside the trenches view.

WFM
The Workforce Management Journey
By Tiffany LaReau
A walk through history.

WFH
Surprises and Delights
By Michele Rowan
Work from home…15 years in review.

CAREER OPPORTUNITIES
Contact Center Vital Signs
By Marilyn Saulnier
Top five recommendations for success and advancement.

WRITING
The State of the Contact Center Industry
By Leslie O’Flahavan
Where are we headed?

KEY TRENDS
Back to the Future
By Gerry Barber
Change is the only constant.

CUSTOMER SERVICE
Contact Centers
By Janet LeBlanc
Yesterday, today, tomorrow.

ADAPTABILITY
Leaders, Are You Ready for the Future of Work?
By Sangeeta Bhatnagar
The advanced emotional intelligence skills of adaptability.