CONTENTS MARCH 25
FEATURE
Speaking The Customers ’ Language ( s )
IDIOM INSIGHTS
Now Hear This !
CUSTOMER COMMUNICATIONS
When English Is Not Your Customers ’ First Language
GOALS AND INVESTMENTS
Vision 2025
AGENT WORKFORCES
The Contact Center Talent Crisis – Part 1
CUSTOMER SERVICE
Why Augmented / Virtual Reality Are the Future
WOMEN IN WORKFORCE
Why Women Are Better Cold Callers
AGENT ATTRITION
How To Combat Agent Burnout and Attrition
KNOWLEDGE CRISIS
Solving the Knowledge Crisis
CUSTOMER EXPERIENCE
The Three Key Customer Service Trends
ARTIFICIAL INTELLIGENCE
Three Ways AI is Changing The Contact Center
AGENT RECRUITMENT
How AI Can Help Solve Hiring Challenges
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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 |
KATELYNN BLACKBURN |
TOM BRUHIS |
MICHELLE COUTURE |
DONNA FLUSS |
BRENT HOLLAND |
JENNIFER LEE |
DEVON MYCHAL |
LESLIE O ’ FLAHAVAN |
KATHLEEN M . PETERSON |
THAD PRICE |
BRENDAN READ |
RAMA SREENIVASAN |
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
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