Contact Center Pipeline August 2022 August 2022 - Page 5

CONTENTS AUGUST 22

FEATURE
Walking the Walk : TD Bank ’ s New Financial Wellbeing Program
WFM TRAINING
How to be Great in Workforce Management
IDIOM INSIGHTS
Back to School …
LEADING THOUGHTS
Disruptive Disruptors Disrupting
LEARNING AND DEVELOPMENT
Avoiding 5 Common L & D Mistakes
TALENT MANAGEMENT
Transforming Talent Management at Home
VIRTUAL TRAINING
Making Virtual Training Engaging
COACH ’ S CORNER
Call Center Training in the New Era
AGENT PERFORMANCE
Avoiding Agent Underhiring and Undertraining
AGENT EXPERIENCE
How to Create a Brighter Future for Agents
AGENT DEVELOPMENT
Opportunities Amidst the Challenges
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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline . com
EDITOR BRENDAN READ brendan @ contactcenterpipeline . com
ADVISORY BOARD MIKE AOKI , Reflective Keynotes , Inc . SANGEETA BHATNAGAR , SB Global HEATHER BISSELL , Nordstrom LORI BOCKLUND , Strategic Contact COLLEEN BOLTON , DraftKings Inc . DICK BUCCI , Pelorus Associates TIFFANY LAREAU , Human Numbers JANET LEBLANC , Janet LeBlanc + Associates Inc . TIM MONTGOMERY , Alamo Cloud Solutions KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance JENNIFER THOMAS , Penn Foster Education DAN WALLIS , Visiting Nurse Service of New York
CONTRIBUTING WRITERS MIKE AOKI
SANGEETA BHATNAGAR TOM GOODMANSON BRENT HOLLAND TIFFANY LAREAU PAUL NOONE SHARON OATWAY MARK PEREIRA KATHLEEN M . PETERSON BRENDAN READ PAUL STOCKFORD
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DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
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VENDOR ROUNDTABLE
Managing the New Normal Workforces
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