Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.

Trouble hiring? Workload increasing? High attrition? You are not alone!

Embracing AI-powered systems and automation, WFH, and UC&C point to a better CX.

Improved customer digital and agent experiences could make this season brighter.

Employees who work from home are also vulnerable to disasters

Changing the companywide mindset about concepts such as proximity, connection and communication is the first step toward reshaping the culture to better align with a hybrid work environment.

Video interactions are professional speaking engagements as much as they are meetings.

The only role in your organization that can affect the behavioral change of your customer-facing teams are your team managers.

Not many could have imagined where we find ourselves, yet here we are. If nothing else, we must be prepared for the unknowable, and that has to start now.

Keep an open mind and bring the ‘can do’ attitude that your executives expect.

Companies that bridge the physical gap between leaders and employees early in 2021 will surpass pre-pandemic performance levels. Those who allow the virtual gap to widen will experience a...

The lessons of 2020 are already abundant, but they are not complete. There are more lessons to learn and they may be more complicated than those we’ve dealt with to date.

The overall theme for 2021 is: It’s all about the response to COVID and its impacts.

2021 is not about ‘going back to the good old days’ (of 2019). It is about moving forward into an era of digital transformation, AI and hybrid/work-from-home teams.

Calls matter, private conversations matter, and learning about how the frontline feels about working from home matters.