FEATURE

Answering the Challenges

COACH’ S CORNER

Optimizing Workforce Management – Part 1

WORKFORCE MANAGEMENT

The New Era of WFM

INSIDE VIEW

Is WFM Keeping Up?

CUSTOMER ENGAGEMENT

Improving Customer Engagement Amid Uncertainty

CUSTOMER GATEWAYS

Why Your Contact Center Needs a Gateway

AI VOICE AGENTS

Why Contact Centers Can’ t Afford to Wait

LEADERSHIP

It’ s Just People

CORPORATE CULTURE

Mission Culture vs. Trench Culture

SPECIAL REPORT

Supreme Telemarketing Changes?

OMNICHANNEL

How Automated Contact Channels are Evolving

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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 CHARLIE ADAMS KUMAR CHINNAKALI ANNETTE FRANZ MARK PEREIRA REGGIE SCALES

DAVID BURNIE DONNA FLUSS AFSHAN KINDER BRENDAN READ SHARON SHELLY

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CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS

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AUTOMOTIVE CX

The Road Ahead for Auto Finance CX

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BACK-OFFICE INTEGRATION

Changing the WFM Game

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PUBLISHING GROUP Inc.

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