Welcome to 2023!
Our editor, advisory board and authors have done an amazing job of sharing with us their insights into the road ahead in 2023. As Sandrine says, “What we’re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made, organized approaches that champion total transformation.”
Mike says, “Contact centers will continue to face a tight labor market and in response reach out and accommodate workforces, such as with WFH, that they have overlooked in the past.” Elaine says, “2023 strategies include revising coaching tools and measuring their effectiveness, enhanced teammate engagement and technology transformations.”
Kathleen says, “2023 is going to be the year of stabilization. It is a good time to consider where your contact center sits in regard to emerging trends.” You also will not want to miss Mark’s list of things we can be sure of in 2023. Please enjoy Rosanne’s article as you pack your suitcase and head into 2023.
There are more great insights in our January issue than I have space to mention here. Be sure to read them all as you put together your 2023 roadmap.
Cheers to health, happiness and prosperity in 2023!
Please note: Contact Center Pipeline is a subscription magazine. To view the digital issue, please consider a subscription.
FEATURE
Moving Forward: What Will 2023 Bring for Contact Centers?
By Brendan Read
Contact Center Pipeline’s Advisory Board shares timely insights to take into the new year.
IDIOM INSIGHTS
The One and Done Story
By Kathleen M. Peterson
Positively impact your customers, agents, efficiency and brand.
STAFF MANAGEMENT
Updating the Employee Playbook
By Michele Rowan
Several evolving trends that are forcing management changes.
VIEWPOINTS
What Do You Want to Take With You in 2023?
By Rosanne D’Ausilio, PhD
Unpack and sort your professional and personal life.
SMB CONTACT CENTER
How to Succeed in the New Normal
By Mark Brody
A Guide for Small-Medium Business Contact Centers.
AUTHOR WALL OF FAME
Sangeeta Bhatnagar
By Contact Center Pipeline
In recognition and appreciation to Sangeeta Bhatnagar, our January 2023 Wall of Fame Author.
CUSTOMER ENGAGEMENT
Building a Win-Win Customer Strategy
By Nirali Amin
Four lessons for moving toward more connected engagements.
VIDEO
Tuning into Video
By Trent Waterhouse
The reasons why video in the contact center is going mainstream.
RETURN ON INVESTMENT
CX: The Key to Driving ROI
By Vasili Triant
Organizations should focus on delivering customer-engaging experiences with the right tech.
DIGITAL TRANSFORMATION
How to Create Real-World Loyalty
By Sandrine Asseraf
An integrated digital customer/employee-driven approach can strengthen brand affinity.
UNIFIED COMMUNICATIONS AND COLLABORATION
The Virtual Shift
By Brendan Read
UCC applications and agents are moving off-premise, with some challenges.
STRATEGY
Edging to the Brink of Change
By Mark Pereira
What will 2023 bring to the industry?
TECHNOLOGY
4 Tips to Align Tech with Business Goals
By Jeff Gallino
Contact centers must ensure that their technology supports the aims of the enterprise.
WEBRTC
How Web RTC Addresses Real World Challenges
By Michael Puccinelli
Web Real-Time Communications is coming into its own as invaluable channel.
A special callout to our authors this month for sharing their insights and wisdom: Nirali Amin, Sandrine Asseraf, Mark Brody, Rosanne D’Ausilio, Jeff Gallino, Mark Pereira, Kathleen M. Peterson, Michael Puccinelli, Brendan Read, Michele Rowan, Vasili Triant and Trent Waterhouse.
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.
