Table of Contents, October 2020

FEATURE ARTICLE
Customer Service Team Appreciation in 2020
By Susan Hash
Customer care leaders weigh in on celebrating Customer Service Week in the Year of COVID.

IDIOM INSIGHTS
Woe Is Me… How About You?
By Kathleen M. Peterson
Three areas where you can lighten the load—for yourself and others in the contact center.

THE VIEW FROM THE SADDLE
The NACC—The Uncommon Organization for an Uncommon Industry
By Paul Stockford
What is the National Association of Call Centers? A brief overview of the not-for-profit’s history and purpose.

INSIDE VIEW
PFS
By Susan Hash
Lessons learned from a COVID-19 work-from-home transition success story.

LEADING THOUGHTS
Collaboration: Distinguishing the Buzz from the Buzzword
By Janet LeBlanc
Achieving true collaboration is as much a discipline as it is an attitude.

EMPLOYEE ENGAGEMENT
How to Retain and Engage Your Best Agents
By Mike Aoki
Consciously create engagement through your leadership decisions. Six ideas to create a great place to work.

INDUSTRY OUTLOOK
Leadership Insights: Rising Above COVID Challenges
By Sangeeta Bhatnagar
Contact center leaders share their thoughts about recent challenges, lessons learned and success stories from the crisis.

RETURN TO WORK
Coming Back Home… to the Office
By Eric Berg, Matt Conant & Jeremy Hyde
Guidelines to make the return to the brick-and-mortar contact center a success.

MANAGEMENT ROI
Five Ways Customer Support Can Help Marketing Efforts During COVID and Beyond
By Brian Hurst
Transform customer service into a revenue-driver and a valuable function within the marketing organization.

RECRUITING & HIRING
Recruiting for the Contact Center of the Future
By Brian Cotter
Pivoting to meet a transformed world—embrace a digitized approach to contact center recruiting.

PIPELINE AUTHOR WALL OF FAME | Dick Bucci
Celebrating Our VIP Authors
In recognition and appreciation to Dick Bucci, our October 2020 Wall of Fame Author.

SPONSOR SPOTLIGHT | eGain
The New Digital Customer Engagement for the New (Ab)Normal
By eGain
The same old limited digital service capabilities do not cut it in the new environment.
 

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