Welcome to the January issue! I wish you the very best of health and contentment in 2018! May you and your loved ones be blessed.
Please be sure to check out the results from our Contact Center Challenges & Priorities for 2018 survey. You’ll also find articles around trends for remote work programs and customer engagement.
FEATURES
Embracing Remote Work
By Susan Hash
Smarter tools and focus on meaningful communication are driving work-at-home program success.
SIP in the Contact Center
By Lori Bocklund & Ken Barton
Understanding SIP and its role—where it fits and how to get it right.
Contact Center Challenges & Priorities for 2018
By Lori Bocklund
The survey results are out! Let 2018 be the year to raise the contact center profile!
DEPARTMENTS
INDUSTRY OUTLOOK
What to Expect for Contact Centers in 2018
By Chris Bauserman
Success will be achieved by developing new ways to engage customers and meet ever-growing expectations.
INSIDE VIEW
FCCI Insurance Group
By Susan Hash
What makes a great place to work? A culture of caring, community and collaboration.,
LEADING THOUGHTS
Coming Soon to a Contact Center Near You!
By Merijn te Booij
Four trends that will impact how your center engages with customers in 2018 and beyond.
PERFORMANCE MATTERS
What Parenting and Leadership Have in Common
By Mark Brody
Important lessons learned as a parent translate well to the leadership role.
THE VIEW FROM THE SADDLE
Contact Center 2018: A Fireside Chat
By Paul Stockford
What does the new year hold for contact centers? A Q&A with Verint’s Ryan Hollenbeck.
SPONSOR SPOTLIGHT
Welcome to 2018! A Groundswell Is Rising. Are You Ready?
By Roger Lee
Now is the time to re-evaluate your current workforce engagement management strategy and take a hard look at the cloud.
SPONSOR SPOTLIGHT
Contact Center Nation
By Valerie McSorley
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate.
Please note: Contact Center Pipeline is a subscription magazine. To view all articles, please consider a subscription.
THANK YOU TO OUR JANUARY SPONSORS
Contact Center Nation, Customer Contact Strategies, Human Numbers, Kana Software (Verint), NECCF, OpenText, PACE, Panviva, PowerHouse Consulting, Sennheiser, Service Agility, Strategic Contact and Verint.
They help make Contact Center Pipeline possible! Please visit all of our sponsors in the Pipeline Directory.
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