Contact Center Pipeline January 2023 January 2023 - Page 5

CONTENTS JANUARY 23

FEATURE
Moving Forward : What Will 2023 Bring for Contact Centers ?
IDIOM INSIGHTS
The One and Done Story
STAFF MANAGEMENT
Updating the Employee Playbook
VIEWPOINTS
What Do You Want to Take with You in 2023 ?
SMB CONTACT CENTER
How to Succeed in the New Normal
AUTHOR WALL OF FAME
In recognition and appreciation to Sangeeta Bhatnagar , our January 2023 Wall of Fame Author .
CUSTOMER ENGAGEMENT
Building a Win-Win Customer Strategy
VIDEO
Tuning into Video
RETURN ON INVESTMENT
CX : The Key to Driving ROI
DIGITAL TRANSFORMATION
How to Create Real-World Loyalty
UNIFIED COMMUNICATIONS AND COLLABORATION
The Virtual Shift
STRATEGY
Edging to the Brink of Change
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PUBLISHER LINDA HARDEN linda @ contactcenterpipeline . com
EDITOR BRENDAN READ brendan @ contactcenterpipeline . com
ADVISORY BOARD MIKE AOKI , Reflective Keynotes , Inc . JON ARNOLD , J Arnold Associates ELAINE AVERY , Atlantic Union Bank SANGEETA BHATNAGAR , SB Global DICK BUCCI , Pelorus Associates TIFFANY LAREAU , Human Numbers KATHLEEN M . PETERSON , PowerHouse Consulting , Inc . MICHELE ROWAN , Work from Home Alliance DAN WALLIS , VNS Health
CONTRIBUTING WRITERS NIRALI AMIN MARK BRODY JEFF GALLINO KATHLEEN M . PETERSON BRENDAN READ VASILI TRIANT
ADVERTISING SALES
SANDRINE ASSERAF ROSANNE D ’ AUSILIO MARK PEREIRA MICHAEL PUCCINELLI MICHELE ROWAN
advertise @ contactcenterpipeline . com 443.909.6951
DIGITAL OPERATIONS ANDREW MASLAR
CHIEF MARKETING TECHNOLOGIST MARK KNIGHT
CREATIVE DIRECTOR ERIC JACKSON
OPERATIONS DIRECTOR MARTHA SATTERFIELD
TRENT WATERHOUSE
CHIEF TECHNOLOGY OFFICER , EMERITUS STEVE HARDEN
CONTACT US CUSTOMER SERVICE AND SUBSCRIPTIONS
ONLINE www . contactcenterpipeline . com
EMAIL info @ contactcenterpipeline . com
PHONE ( 443 ) 909-6951
PRINT AND ONLINE ADVERTISING INQUIRIES
EMAIL advertise @ contactcenterpipeline . com
PHONE ( 443 ) 909-6951
PLEASE RECYCLE THIS MAGAZINE AND REMOVE INSERTS OR SAMPLES BEFORE RECYCLING . PRINTED IN USA USING PAPER FROM RESPONSIBLY MANAGED FORESTS & RECYCLED PLASTICS .
TECHNOLOGY
4 Tips to Align Tech with Business Goals
WEBRTC
How WebRTC Addresses Real World Challenges
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PUBLISHING GROUP Inc .
CONTACT CENTER PIPELINE IS PUBLISHED MONTHLY BY PIPELINE PUBLISHING GROUP , INC . TO SUBSCRIBE OR FOR CUSTOMER SERVICE , CALL 443-909-6951 OR WRITE TO PIPELINE PUBLISHING GROUP , INC . AT PO BOX 3467 , ANNAPOLIS , MD 21403 . PUBLISHER IS NOT RESPONSIBLE FOR THE EDITORIAL CONTENT OF CONTACT CENTER PIPELINE . VIEWS EXPRESSED HEREIN ARE THOSE OF THE AUTHORS AND SPONSORS AND DO NOT NECESSARILY REFLECT THE OPINION OF THE OWNERSHIP OR MANAGEMENT OF CONTACT CENTER PIPELINE , INC . OR PIPELINE PUBLISHING GROUP , INC . COPYRIGHT © 2023 , PIPELINE PUBLISHING GROUP , INC . ALL RIGHTS RESERVED . REPRODUCTION IN WHOLE OR IN PART WITHOUT WRITTEN PERMISSION FROM THE PUBLISHER , PIPELINE PUBLISHING GROUP , INC . IS PROHIBITED .