Table of Contents, October 2021

FEATURE ARTICLE
Going Home: For Good?
By Brendan Read
How COVID-19 has upended Business Continuity/Disaster Recovery and staffing strategies

NATIONAL BREAST CANCER AWARENESS MONTH
A Story of Sadness, Hope and Action
By Bob Furniss
A legacy for saving lives for years to come!

BUSINESS CONTINUITY
Providing Resiliency During Challenging Times
By Mark Pereira
How Brilgent’s contact center adapted and executed its Business Continuity/Disaster Recovery plan and lessons learned

SPONSOR SPOTLIGHT
Toward a Customer Experience Hub
By Dick Bucci
The evolving business strategy of customer experience management

EMPLOYEE EXPERIENCE
Simplifying the Human Complexities
By Magnus Geverts
How best to manage contact center workforce challenges

SPONSOR SPOTLIGHT
Unified Communications. Single-Sourced. Always On—Instant Communications.
By Enghouse Interactive
Unified Communications and contact center solutions, delivered from the cloud, will enable your company to use both capabilities

EMPLOYEE ENGAGEMENT
Ensuring Agent Performance and Engagement
By Mike Aoki
How to balance multiple coaching tasks

SPONSOR SPOTLIGHT
How Digital Disrupted Customer Service
By NICE
Contact centers need to have the tools in pace to support digital interactions

IDIOM INSIGHTS
Taking Care of Contact Center Business
By Kathleen M. Peterson
People are the center of contact centers, so invest in them accordingly

CASE STUDY
Growing Customers During Disasters
By Amy Stevens and Tammy Snyder
How a strategic partnership helped a credit union provide excellent CX during multiple calamities

INSIDE VIEW
Protecting The New (Home/Remote) Agents
By Brendan Read
Employees who work from home are also vulnerable to disasters

CUSTOMER EXPERIENCE
Preventing Your Customers from Ghosting You
By Louis Têtu
Knowledge, relevance, AI tools can banish the specter

LEADING THOUGHTS
Onboarding for Customer Experience
By Janet LeBlanc
How to empower new employees to understand “who” and “why”