FROM THE PIPELINE
RESEARCH
LINDA HARDEN PUBLISHER, CONTACT CENTER PIPELINE
These are very interesting times for our contact centers. In our current news cycles, we read of staff layouts, return to the office mandates, natural disasters occurring, and economic uncertainty. All the while, queues are building, wait times are growing, and budget and staff cuts are happening.
Our job? Manage through this change. Keep our customers happy and our agents engaged. Our superheroes just might need magical contact center capes to manage through all this!
Our April issue offers some insights and advice for these ongoing top challenges. Check out our articles on WFH / RTO, staffing, disaster risks and events, engaging our remote staff, legal scrutiny, and the latest research on operational performance, technology, and CX.
THE GREAT CONTACT CENTER STANDOFF
CUSTOMERS WANT HUMANS, BUSINESSES PUSH AUTOMATION— WHO WINS?
BY STEVE MORRELL
CRISIS MANAGEMENT
AI TO THE RESCUE
HOW AI CAN HELP MANAGE DISASTER RISKS AND EVENTS.
BY JOHN FINCH
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Word of the month, Pivot.
Linda Harden Publisher Contact Center Pipeline
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