Contact Center Pipeline September 2022 September 2022 - Page 5

CONTENTS SEPTEMBER 22

FEATURE
Safely Continuing Customer Contact
BUSINESS CONTINUITY / DISASTER RECOVERY
Is Your Center Really Resilient ?
SPONSOR SPOTLIGHT - WISEROWL
Is Cost of Performance the Undiscovered X Factor ?
IDIOM INSIGHTS
“ Spare Me ”...
ADAPTABILITY
It All Starts with the Why !
AGENT EXPERIENCE
Ending Caller and Agent Frustration
MULTICLOUD
Evolving the Contact Center
CLOUD MIGRATION
Closing the Customer Service Gap
CLOUD CONTACT CENTER
Do We Know Clouds ( Contact Centers )?
TESTING
Three Ways to Assure Business Continuity
CARRIER CONTINUITY
Continuity Starts with the Carrier
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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 JON ARNOLD LORI BOCKLUND LINDA HARDEN MARK PEREIRA BRENDAN READ
SANGEETA BHATNAGAR TODD HAGSTROM JAMES ISAACS KATHLEEN M . PETERSON VASILI TRIANT
ADVERTISING SALES advertise @ contactcenterpipeline . com 443.909.6951
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
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
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PUBLISHING GROUP Inc .
VENDOR ROUNDTABLE
Contact Center Forecast : Increased Cloudiness ?
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