FROM THE PIPELINE
UNIFIED COMMUNICATIONS AND COLLABORATION
LINDA HARDEN PUBLISHER , CONTACT CENTER PIPELINE
WELCOME TO 2023 !
Our editor , advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023 . As Sandrine says , “ What we ’ re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made , organized approaches that champion total transformation .”
Mike says , “ Contact centers will continue to face a tight labor market and in response reach out and accommodate workforces , such as with WFH , that they have overlooked in the past .” Elaine says , “ 2023 strategies include revising coaching tools and measuring their effectiveness , enhanced teammate engagement and technology transformations .”
Kathleen says , “ 2023 is going to be the year of stabilization . It is a good time to consider where your contact center sits in regard to emerging trends .” You also will not want to miss Mark ’ s list of things we can be sure of in 2023 . Please enjoy Rosanne ’ s article as you pack your suitcase and head into 2023 .
There are more great insights in our January issue than I have space to mention here . Be sure to read them all as you put together your 2023 roadmap .
Cheers to health , happiness and prosperity in 2023 !
Linda Harden Publisher Contact Center Pipeline
THE VIRTUAL SHIFT
UCC APPLICATIONS AND AGENTS ARE MOVING OFF-PREMISE , WITH SOME CHALLENGES .
BY BRENDAN READ
EDGING TO THE BRINK OF CHANGE
WHAT WILL 2023 BRING TO THE INDUSTRY ?
BY MARK PEREIRA
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