CONTENTS APRIL 25
FEATURE
Where WFH is Going
IDIOM INSIGHTS
The Case for Preparedness
RESEARCH
The Great Contact Center Standoff
BUSINESS CONTINUITY
Ready for the Next Disaster?
REMOTE WORK
Making Remote Work Successful
AGENT WORKFORCES
The Contact Center Talent Crisis – Part 2
TEAM BUILDING
Remotely Engaging
REMOTE SUPPORT
The Remote Transformation
CRISIS MANAGEMENT
AI to the Rescue
HEADSETS
The( Quiet) Secret to Agent Productivity
QUALITY MANAGEMENT
Managing The Quality
EMPLOYEE ENGAGEMENT
Keeping Remote Agents Passionate About Their Jobs
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10
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28
32
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36
38
40
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, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant
CONTRIBUTING WRITERS |
GEORG BEYSCHLAG |
MATTHEW COFFEY |
STEVE ERICKSON |
JOHN FINCH |
TYLER HAYDEN |
BRENT HOLLAND |
STEVE MORRELL |
KATY O’ MALLEY |
KATHLEEN M. PETERSON |
BRENDAN READ |
MICHELE ROWAN |
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CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
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