FEATURE

Improving Healthcare Contact Center Outcomes

RESEARCH

From Hearing to Listening

CUSTOMER EXPECTATIONS

Meeting Digital-First Customer Expectations

TRAINING BUDGETS

How to Defend Training in Turbulent Times

COACH’ S CORNER

Tapping the Power of Culture – Part 2

GAMIFICATION

Gamification or Gimmick?

ARTIFICIAL INTELLIGENCE

AI Is Coming to Your Contact Center

CUSTOMER SERVICE

Using AI to Create Super Agents

IDLE TIME

Making the Most of Idle Time

SALES TRAINING

The Hidden Sales Team in Your Call Center

STAFF DEVELOPMENT

Rethinking Training and Coaching

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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 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 MIKE AOKI JENNIFER LEE STEVE MORRELL MARK PEREIRA DAVE RENNYSON DAVID SUDOLSKY

SHANE DEVITT ROB MCDOUGALL SHARON OATWAY BRENDAN READ SEAN SEGAL JULIE THOMAS

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COHORT-BASED LEARNING

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DEI

Why Inclusive Hiring = Success

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