Contact Center Pipeline September 2021

R E MO TE WO R K 7 IDEAS TO BUILD ENGAGEMENT WITH WFH AGENTS page 18 S P O N S O R S P OT LI G H T ENGHOUSE INTERACTIVE page 07 SEP 2021 • WWW.CONTACTCENTERPIPELINE.COM 08 ID IOM IN SIG H T S The Power of Process to Shape CX Excellence and Fuel Efficiency 12 T H E V I E W F ROM T H E S A D D LE Ch-Ch-Changes 14 S P ONS OR S P OTLI GHT 20 This 1¢ Piece of Paper Is Costing Your Center Millions LE ADERSHIP S K I L LS Becoming an Emotionally Intelligent Leader, Part 3 CUSTOMER-CENTRIC SELF-SERVICE BY SUSAN HASH, CONTACT CENTER PIPELINE A ROUNDUP OF PRACTICAL POINTERS AND WISDOM FROM OUR CONTRIBUTORS. page 05 LE AD IN G T H O U G H TS SILVER LININGS: HOW THE PANDEMIC FUELED POSITIVE CHANGES TO CX page 24 A R TI FI CI A L I NTELLI GE NCE CONTACT CENTER ABSENTEEISM: MORE FLEXIBILITY IS THE CURE page 26 CUS TOMER E X P ER IENCE DELIVERING A CONSISTENT AND HUMAN CUSTOMER CARE EXPERIENCE page 28