FEATURE

Vive la Contact Centre Difference, Eh?

COACH’ S CORNER

Average Handle Time vs. Human Time – Part 2

SUPPLY CHAIN

Why Supply Chain Success Is Customer Success

CONTACT CENTER SKILLS

Why Screening Harder Won’ t Win – Part 3

SMBs

Beyond Spreadsheets

LATIN AMERICA CONTACT CENTERS

How Best to Serve LATAM Customers

MULTIMODAL AI

Breathing New Life Into FCR

CUSTOMER EFFORT

Should Your Customers Work for You?

OUTBOUND

Why CX Increasingly Requires Outbound

CUSTOMER EXPERIENCE

The CX Execution Crisis

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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 NIMESH AKHAURI APRIL CANTWELL DENYS DUBNER DANIEL FOPPEN MELODY MOREHOUSE BRENDAN READ

GEOFFREY BLANC BRYAN CHEUNG PABLO ROSSEL ESTAY JEFF KUO MARK PEREIRA ANKIT TALWAR

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COMPLIANCE

The U. S. – Canada Compliance Gap

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NEAR / OFFSHORING

FCC NPRMs Target Near / Offshore Call Centers

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PUBLISHING GROUP Inc.

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