Contact Center Pipeline Magazine, September 2023

IDIOM INSIGHTS PAGE 10

IDIOM INSIGHTS PAGE 10

SEPTEMBER 2023
14
MANAGEMENT
HOW TO WRITE FOR YOUR
20
BUSINESS CONTINUITY
PLANNING
AUDIENCE ( S )
DO WE NEED DISASTER PLANNING ?
18
CLOUD CONTACT CENTER CLIMBING OVER THE CCAAS OBSTACLES
24
CUSTOMER EXPERIENCE FLYING THROUGH THE TURBULENCE

WHAT IS THE NEW NORMAL ? HOW THE COVID-19 PANDEMIC PERMANENTLY CHANGED CUSTOMER INTERACTIONS AND ENVIRONMENTS .

BY BRENDAN READ , CONTACT CENTER PIPELINE
PAGE 6
ILLUSTRATION PROVIDED BY ADOBE IMAGES
AGENT EXPERIENCE
MESSAGING THE IMPROVED AGENT EXPERIENCE
TECHNOLOGY
CORRECT THE TECH
STRATEGY
REIMAGINING THE CONTACT CENTER
SOCIAL CHANNELS
SOCIAL ( IZING ) THE EXPERIENCE
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