Contact Center Pipeline August Issue

LEADING THOUGHTS REFLECTIONS OF A CONTACT CENTER LEADER page 22
AUG 2021 • WWW . CONTACTCENTERPIPELINE . COM
SPONSOR Q & A PROCEDUREFLOW page 07
08
IDIOM INSIGHTS
12
THE VIEW FROM THE SADDLE
14
ARTIFICIAL INTELLIGENCE
16
CUSTOMER EXPERIENCE
Strategies for Promoting Contact Center Value and Visibility
Virtual or Real ? Reality Bites !
Low-Code / No-Code AI-Enabled Chatbots
CX Is About to Change ( Again )

THE EVOLVING CONTACT CENTER SUPERVISOR

REDEFINING A PIVOTAL LEADERSHIP ROLE FOR A DYNAMIC WORK ENVIRONMENT .
BY SUSAN HASH , CONTACT CENTER PIPELINE page 04
ANALYTICS & INSIGHTS HOW CONTACT CENTER INSIGHTS CAN IMPROVE ENTERPRISE OPERATIONS page 18
PERFORMANCE MATTERS HOW YOUR CONTACT CENTER AGENTS CAN DRIVE MORE REVENUE page 20
COACHING CORNER 26 IDEAS FOR ENGAGING YOUR CONTACT CENTER TEAM page 24