CONTENTS JULY 25
FEATURE
Making Connections Amidst Disruption
CONTACT CENTER ECONOMICS
Why Recession Planning Should Start in the Contact Center
AGENTIC AI
AI Agents and Human Agents – Better Together?
BOTS
Are You Ready for Bots to Call?
OUTBOUND
Breaking Through the Outbound Barriers
COMPLIANCE AND SECURITY
Rethinking Outbound
COACH’ S CORNER
Tapping the Power of Culture – Part 1
CHARGEBACKS
Charging Back at Chargebacks
OMNICHANNEL
How To Avoid Repeats … Repeats …
VOICE IVR
The Case for Voice IVR
DIGITAL TRANSFORMATION
Doubling Down on Digitization
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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, Customer Contact Strategies LAURA SIKORSKI, Independent Consultant
CONTRIBUTING WRITERS |
JON ARNOLD |
ROB AULD |
DAVID BYCK |
JIM DAVIES |
MONICA EATON |
MEREDITH KELLER |
DANIEL O’ SULLIVAN |
MARK PEREIRA |
BRENDAN READ |
ROMMEL REGINO |
VLADIMIR STERESCU |
JIM TYRRELL |
ANDREAS OREBO WENZEL |
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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
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ARTIFICIAL INTELLIGENCE
How to Evolve With, Not Fight Against AI
BUSINESS PROCESS OUTSOURCING
Navigating the Future of BPO
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PUBLISHING GROUP Inc.
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