FEATURE

Overcoming the Workforce Challenges

PIPELINE PUZZLE

WFMers Love Acronyms !

IDIOM INSIGHTS

Customer Experience

MOBILE WFM

Yes , There ’ s an App For Mobile WFM

AI COMPETENCY CENTER

Why You Need an AI Competency Center

RETURN ON INVESTMENT

Improve Productivity , Improve ROI

AGENT EXPERIENCE

Orchestrating the Agent Experience

CASE STUDY

Lifting Agility

TOTAL EXPERIENCE

Unlocking Your Center ’ s Full Potential

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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 SANGEETA BHATNAGAR , SB Global LORI BOCKLUND , Strategic Contact TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance LAURA SIKORSKI , Independent Consultant

CONTRIBUTING WRITERS SHAI BERGER

SEAN EVERS

DARYL GONOS PETER J . HILL

ROB MCDOUGALL

NIKOLA MRKSIC KATHLEEN M . PETERSON BRENDAN READ ARI ROSENSTEIN

MICHELLE TILTON

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DIGITAL OPERATIONS ANDREW MASLAR

CHIEF MARKETING TECHNOLOGIST MARK KNIGHT

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CLIENT SOLUTIONS MANAGER BRANDI O ’ NEIL

CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN

SALES PRODUCTIVITY

How to Increase Sales Agent Productivity

BPO

More Mergers Ahead For BPOs

CUSTOMER EXPERIENCE

Enabling Productive CX in Challenging Times

DIGITAL TRANSFORMATION

Fix CX With Digital , Visual Technologies

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