Contact Center Pipeline

Virtual Contact Centers

Operations
WFH for B2B?
by: Brendan Read
Not a few business-serving contact centers have also moved home, but will they stay there?

Executive Interview with LiveVox Founder & CEO Louis Summe

Technology
Executive Interview with LiveVox Founder & CEO Louis Summe
by: Linda Harden
A Sponsored Article by LiveVox

The New Normal: Navigating Change, Disruption

Operations
The New Normal: Navigating Change, Disruption
by: David Singer
Contact centers face an array of developing issues that fortunately there are strategies and tools that can help.

Why Your Customer Service S***S: And Solutions

Artificial Intelligence
Why Your Customer Service S***S: And Solutions
by: Matt Pingatore
Customers are rightfully demanding excellent service. Here’s how to deliver it.

Automation: The Contact Center’s Grocer

Artificial Intelligence
Automation: The Contact Center’s Grocer
by: Paul Stockford
Automation is a technology we tend to take for granted, but COVID-19 has put a stark spotlight on AI-enabled virtual agents.

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Technology
Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next
by: Scott Bakken
In the race to restaff, leverage technology to shorten the hiring period without sacrificing quality of hire.

Maintaining Customer Support in a Crisis

Operations
Maintaining Customer Support in a Crisis
by: Chris Richard
Best practices for call center operations in turbulent times.

Building a Sustainable Strategy for Remote Agents

Operations
Building a Sustainable Strategy for Remote Agents
by: Chris Bauserman
The COVID-19 crisis has forced contact center leaders to rethink long-term remote agent strategies.

Healthcare Contact Centers: Readiness ROI and What’s Next

Remote Work
Healthcare Contact Centers: Readiness ROI and What’s Next
by: Kathleen Peterson
Don’t ignore the lessons learned from COVID-19. Give readiness and state-of-the-art investment a place in ROI calculations.

The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology?

Strategy
The COVID-19 Crisis: Do We Put Our Energy into People, Process or Technology?
by: Sangeeta Bhatnagar
How to support your team—and yourself—in the current demanding environment.

Working From Home — A Growing Necessity

People
Working From Home — A Growing Necessity
by: Gwen Foster Oglesby
What was once viewed as a privilege is now an essential contact center model. Competencies and practical tips for success.

The Top 5 Mistakes Companies Make with Remote Work

Coronavirus
The Top 5 Mistakes Companies Make with Remote Work
by: Michele Rowan

On-Trend: At-Home Agents

Operations
On-Trend: At-Home Agents
by: Paul Stockford
Work-at-home represents one of the strongest trends in the contact center industry over the past decade. What’s driving it? A Q&A with Michele Rowan.

Top 5 Mistakes Companies Make with Remote Work

People
Top 5 Mistakes Companies Make with Remote Work
by: Michele Rowan
The trends and key learnings that companies have experienced in recent months.

Creating a Collaborative Virtual Team

Operations
Creating a Collaborative Virtual Team
by: Anonym
Distance should not be a deterrent to getting the job done. Developing a high-performing virtual team begins with a caring culture, clear communication and common goals.

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