We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our variety of workplace choices and varied in-person staff options. Culture is always challenging and now more so. Susan discusses creating a supportive culture for the mixed-model work environment in this month’s feature article, The Hybrid Contact Center.
Other insights this month range from technology, customer service email, workforce engagement management, chat experience… and so much more. Please enjoy the July issue.
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Contact Center Pipeline July 2021
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Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture
With Mario Fernandez
Pinoy Data Capture is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve efficiency and reduce costs.
TECH LINE
Getting Your Technology on Track
By Lori Bocklund
Plan to make smart progress, not just fast progress.
IDIOM INSIGHTS
Avid Readers Make Better Leaders
By Kathleen M. Peterson
Reading provides new perspectives and thinking vital for running a contact center.
THE VIEW FROM THE SADDLE
Old and In the Way
By Paul Stockford
Baby boomers and work-from-home contact center models—it’s a win-win situation.
SUPERIOR SERVICE
12 Better Ways to Start a Customer Service Email
By Leslie O’Flahavan
How to write a first-impression sentence that sets the tone for an exceptional email conversation.
INDUSTRY OUTLOOK
From WFO to WEM
By Dick Bucci
What is workforce engagement management and how does it differ from workforce optimization?
CUSTOMER CHANNELS
How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless
By Jeff Epstein
Before adopting a solution, make sure you’re confident in its commitment to security and privacy.
COACHING CORNER
Leading with Compassion
By Mark Pereira
Compassionate leaders inspire and engage their team members.
RECRUITING & HIRING
Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
By Kim Houlne
A work-from-home position can be life-changing for an individual with an acute or chronic illness or a disability.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
Thank you to our July sponsors: 2Ring America, Calabrio, Customer Contact Strategies, Human Numbers, Informa, Intercom, Khoros, NICE inContact, Panviva, Pindrop, Pinoy Data Capture (PDC), PowerHouse, Procedure Flow, Service Agility, Strategic Contact, Upland Software and Verint.
They help make Contact Center Pipeline possible!! Please visit all our sponsors in our Pipeline Directory!
