TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this.
Contact Center Pipeline had a very good 2022. I am extremely proud of our work this year. Navigating through a typical contact center year is challenging enough, without the effects of a pandemic and the impact that has had on supply shortages and staffing. I appreciate all the hard work our Pipeline staff and writers have given. They help us through our challenges to offer the best customer experiences we can.
Also, I thank our sponsors who support us. We appreciate all their efforts to continue to provide leading edge products and services.
Finally, I thank our readers, without whom, everything is irrelevant. I thank you for your loyalty and support.
All of today’s top contact center management challenges and priorities are covered in our December issue. Please take a read through our insights on winning customer and employee support, training, employee retention, hiring and staffing, outsourcing and a great look at the costs of attrition.
I hope that you enjoy this time with your family and friends. I wish you all the best for the holiday season and for 2023.
Please note: Contact Center Pipeline is a subscription magazine. To view the digital issue, please consider a subscription.
SPONSOR SPOTLIGHT – Zenarate
Upskilling Contact Center Agents with Simulation Training
By Brian Tuite
FEATURE
Winning Customer and Employee Support
By Brendan Read
Here’s how Virgin Pulse won four top CCW awards.
IDIOM INSIGHTS
The Future is Now … Agents in “High Demand”
By Kathleen M. Peterson
Insights for Combating Agent Retention
SPONSOR WALL OF FAME
2Ring
By Contact Center Pipeline
In recognition and appreciation to 2Ring, our December 2022 Wall of Fame Sponsor.
EMPLOYEE RETENTION
Why Employees Leave (and How to Retain Them)
By Simon Dealy
How people management software can help lower employee attrition.
INSIDE VIEW
Staffing in the New Normal
By Brendan Read
Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies.
HIRING
Reinventing Hiring for Speed
By Ravin Shah
Your contact center operations depend on it.
OUTSOURCING
Mitigating the New Norm
By Cory Gallagher
How BPOs can also help small-midmarket contact centers.
AGENT EXPERIENCE
The Agent Experience Imperative
By Chris Tranquill
How automation can keep both agents and customers loyal.
ATTRITION
The Hard, Hidden Costs of Attrition
By Brent Holland and Mark Alpern
Why retaining contact center staff must be your bottom-line top priority.
COACH’S CORNER
Challenging Circumstances, New Approaches
By Mark Pereira
Listening, focus on retention, new training methods, engagement key.
STRATEGY
Working with a BPO in a Digital World
By Paul Jarman
Effective use of WFM by BPO partners can ensure excellent productivity.
CONTACT BLENDING
To Blend or Not to Blend?
By Brendan Read
Can blending be an effective CX and productivity tool?
STAFFING
The Hiring Game Has Changed
By Vickie Schutze
Strategies for solving staffing issues.
A special callout to our authors this month for sharing their insights and wisdom: Mark Alpern,
Simon Dealy, Cory Gallagher, Brent Holland, Paul Jarman, Kathleen M. Peterson, Mark Pereira, Brendan Read, Vickie Schutze, Ravin Shah, Chris Tranquill and Brian Tuite.
And a special thank you to each of our sponsors: 2Ring, AWS Marketplace, Calabrio, Centrical, Cognigy, eGain, Fonolo, Human Numbers, Khoros, Kustomer, NICE CXone, PowerHouse, Procedure Flow, RingCentral, Riverbed, ROI-DNA, Strategic Contact, WFH Alliance and Verint.
Visit our directory of contact center industry products and services: directory.contactcenterpipeline.com
