CONTENTS DECEMBER 25
FEATURE
Staffing Amidst the Storm
CUSTOMER EXPERIENCE
A Blueprint to Achieve High-Performing Contact Center CX
ARTIFICIAL INTELLIGENCE
The AI-Human Balancing Act
KNOWLEDGE MANAGEMENT
Tapping The Power of Knowledge- Part 2
NEW HIRES
How to Build An Amazing Onboarding Experience
ONBOARDING
The First 90 Days Decide Everything
COGNITIVE LOAD
The Secrets to Efficiency( and Agent Retention)
HR TECHNOLOGY
Smarter Contact Centers With a Human Touch
INSIDE VIEW
Ferrying Excellent Customer Service
RESILIENCE
Ensuring Reliable AI Applications
AGENT EXPERIENCE
Your Employees Are Your Greatest Asset
TRAINING
Turning Customers into Advocates
RETAIL
Helping Retail Agents
6
12
14
18
22
24
28
30
33
38
40
43
45
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 |
GERRY BARBER |
ANKUSH GANGWANI |
TIFFANY N. HARRIS |
KATHRYN E. JACKSON |
MARK PEREIRA |
TROY PLOTT |
BRENDAN READ |
JOSEPH RIGGIO |
STEPHANE RIVARD |
MARK RUSSELL |
LAURA SIKORSKI |
DINA VANCE |
HENRIK WENØE |
MATT WHITMER |
ADVERTISING SALES advertise @ contactcenterpipeline. com 443.909.6951
DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CLIENT SOLUTIONS MANAGER BRANDI O’ NEIL
CHIEF TECHNOLOGY OFFICER, EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
EMAIL info @ contactcenterpipeline. com
PLEASE RECYCLE THIS MAGAZINE. PRINTED IN USA USING PAPER FROM RESPONSIBLY MANAGED FORESTS & RECYCLED PLASTICS.
PUBLISHING GROUP Inc.
CONTACT CENTER PIPELINE IS PUBLISHED MONTHLY BY PIPELINE PUBLISHING GROUP, INC. TO SUBSCRIBE OR FOR CUSTOMER SERVICE, CALL 443-909-6951 OR WRITE TO PIPELINE PUBLISHING GROUP, INC. AT PO BOX 3467, ANNAPOLIS, MD 21403. PUBLISHER IS NOT RESPONSIBLE FOR THE EDITORIAL CONTENT OF CONTACT CENTER PIPELINE. VIEWS EXPRESSED HEREIN ARE THOSE OF THE AUTHORS AND SPONSORS AND DO NOT NECESSARILY REFLECT THE OPINION OF THE OWNERSHIP OR MANAGEMENT OF CONTACT CENTER PIPELINE, INC. OR PIPELINE PUBLISHING GROUP, INC. COPYRIGHT © 2024, PIPELINE PUBLISHING GROUP, INC. ALL RIGHTS RESERVED. REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION FROM THE PUBLISHER, PIPELINE PUBLISHING GROUP, INC. IS PROHIBITED.