FEATURE

Where to Call and Contact ?

IDIOM INSIGHTS

Contact Center Leaders ... Can You Rise to the Challenge ?

PIPELINE PUZZLE

Rehumanize Yourself

WRITING WELL

Connecting With Remote Colleagues : In Writing

COACH ’ S CORNER

Strategies for Managing Remote Call Center Teams – Part 1

AGENT EXPERIENCE

Reinventing Workplace Connections

CUSTOMER SERVICE

Attack The Service / Support Points of Pain

STAFFING

Disruption Ahead for The Contact Center Workforce – Part 1

FINANCIAL SERVICES

Banking on Digital Transformation

AGENT EMPOWERMENT

Guiding Customers on Their Journeys

MANAGEMENT

Managing to Adapt

CASE STUDY

Recruitment , Attrition , and COVID-19

KNOWLEDGE MANAGEMENT

The New Face of Knowledge Management

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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline . com

EDITOR BRENDAN READ brendan @ contactcenterpipeline . com

ADVISORY BOARD MIKE AOKI , Reflective Keynotes , Inc . JON ARNOLD , J Arnold Associates ELAINE AVERY , Atlantic Union Bank DR . DEBRA BENTSON , NCCCA , Alvaria User Group SANGEETA BHATNAGAR , SB Global LORI BOCKLUND , Strategic Contact TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance LAURA SIKORSKI , Independent Consultant

CONTRIBUTING WRITERS ERIC BERG JOHN GOODMAN LESLIE O ’ FLAHAVAN BRIAN PETERSON ALAN RANGER PATRICK REETZ

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CLIENT SOLUTIONS MANAGER BRANDI O ’ NEIL

SHANE DEVITT BRENT HOLLAND MARK PEREIRA KATHLEEN M . PETERSON BRENDAN READ

CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN

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