Contact Center Pipeline April 2025 | Page 4

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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Linda Harden Publisher Contact Center Pipeline
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